HVAC Dispatcher – Len the Plumber Heating & Air

Full Time Hourly position - Working in our Beltsville MD Branch Office

Supporting our expanding HVAC Team!

The HVAC Dispatcher will work directly with the service technician, alongside the service manager to prioritize the calls and maximize revenue on every opportunity for the HVAC Department. The dispatcher has a vital role in the success of the department and meeting departmental revenue budgets.

Essential Job Functions:

• Maintains the daily schedule of calls and prioritize the most urgent and profitable calls to meet departmental budgets
• Updates Service Manager throughout the day on revenue and any issues in the field
• Updates Call Center Lead with calls needed to fill schedule
• Manage the whereabouts and needs of technicians in the field
• Main efficient communication with field and office personnel via phone call, texts, emails and instant messages
• Learn and become competent with the CRM software
• Confirm upcoming appointments for the department
• Learns the strengths and weaknesses of service technicians to methodically select right tech for right call through understanding the batting order
• Builds rapport with technicians to foster good communication between tech and dispatcher
• Communicates with customers to keep them informed of their appointment, provide ETA/update and confirmation calls
• Manage the Dispatch Task Manager and complete all tasks in a timely manner
• Reviews service call and any prior customer or location history to drive revenue
• Promotes same day work and rearranges schedule to accommodate completion of job
• Schedules return visits or sold work accordingly in a timely manner
• Reschedules low priority calls to capture the urgent and high priority calls
• Reschedule jobs that were placed on hold
• Cancel calls as needed for accurate record keeping
• Updates customers account as needed with accurate information
• Reviews completed work for accuracy and ensure technicians have captured all needed information.
• Provide reports on technician KPI and revenue as needed
• Participate in ongoing training to develop as a professional

Other Job Functions:

Administrative duties to the assist the service, sales and install departments as needed

Working Conditions/Physical Demands:

Work is generally performed in an office environment.

Ability to sit for prolonged periods of times at a computer

Evening and Weekend Rotation Required

Ability to work overtime as needed

Stable Home Internet Connection for occasional remote work

Qualifications/Abilities:

• Ability to multi-task with a high level of accuracy and attention to detail
• Mastery of prioritization of tasks and responsibilities without oversight
• Strong communication skills, written and verbal
• Proficient with Microsoft Suite to include Word, PowerPoint, Excel, Teams and Outlook
• Goal-driven and results oriented
• Resourceful, quick thinking and adaptive
• Experience with ServiceTitan preferred but not required

EXPERIENCE/EDUCATION:

High School Diploma or GED

Sales experience strongly desirable.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

Rev.2/13/24 MC