Nature of Work
Coordinate and provide dispatch duties to support the day to day operation of the service department and/or special projects group.
Essential Duties and Responsibilities

• Maintaining responsibility for dispatching all of the company’s technicians in a manner that maximizes efficiency and ensures customer satisfaction
• Answering in-bound calls and emails from customers and assessing their needs
• Scheduling and dispatching technicians to customer’s homes or businesses
• Providing exceptional customer service to customers at all times
• Following-up with customers to ensure satisfaction
• Performing office clerical work, such as filing and organizing
• Working as a team player and contributing to the team accordingly
• Performing other duties as assigned
• Maintains the plumbing and HVAC service technician schedules and dispatches technicians as service calls are completed.
• Schedules plumbing and HVAC service technicians return trips with customers to complete jobs after arrival of parts.
• Maintains on-call schedule for plumbing and HVAC service technicians and after-hours service procedures.
• Enters service calls, schedules calls, and generates call debriefing with service plumbing and HVAC technicians daily.
• Maintains customer database, ensuring complete, accurate, and updated entry of information.
• Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
• Responds to plumbing and HVAC service technician requests both by online and phone.
• Works with the preventative maintenance Coordinator to schedule appointments.
• Reviews completed service work orders for accuracy.
• Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Always maintains a courteous demeanor with all customers and associates.

Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
High school diploma or General Education Degree (GED).
Experience

• Six months to one year or more of related work experience required. Previous experience as dispatcher is a plus
• General computer literacy
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
• Must be efficient with strong attention to detail; ability to prioritize tasks
• Must have strong skills in organization and planning; demonstrated ability to work independently and exercise sound judgment and problem solving
• Geographical knowledge of the service area and/or map reading skills.
• Advanced communication and customer service skills.
• Experience in using Microsoft Word and Excel.
  Scope
  Responsible for own work only and to a large extent results, are closely controlled by work procedures and standards.
  Guidelines
  Works according to guidelines, but may make changes with pre-determined guidelines.
  Physical Demands
  Physical demands for this position are light. Typically the employee may sit comfortably to do the work. However, there may be walking, standing, bending or carrying of light items (10-25 pounds) such as papers, books, small parts, etc. No special physical demands are required to perform the work.
  Work Environment
  The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, residences, commercial vehicles, or outdoors, e.g., use of safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations and traffic signals, etc.
  Countywide is an Equal Opportunity Employer-EEO/AA/M/F/D/V/VEVRAA