Responsibilities

• Maintain the daily and on-call schedules of HVAC service technicians
• Dispatch service technicians for completed service calls and schedule return trips when parts are received
• Keep a customer database with updated information
• Communicate clearly and concisely with department managers, employees, and customers about company schedule and lead-times
• Take incoming customer calls and schedule service calls
• Create dispatch tickets for all service calls
• Dispatch service technicians one call at a time
• Debrief service technicians after completing each call
• Respond to overnight messages / emails
• Maintain the dispatch board / schedule
• Forecast workload for 2-3 days ahead
• Contact customers with pending parts for scheduling
• Follow up on pending and recommended work with customers
• Maintain maintenance agreements, including scheduling, staging materials, and customer information
• Assist service manager with marketing issues
• Order parts for special orders
• Send list of parts used by technicians to the warehouse for restocking
• Update customer files with installation information
• Prepare service contract proposals for new customers
• Manage on-call schedule and file service orders
• Handle paperwork for warranty parts and facilitate returns
• Update service database from service tickets
• Maintain service invoice log
• Compare time cards and work orders to the service schedule
• Check service time cards for accuracy
• Compare checks and charge slips to invoices
• Enter reporting information into a database
• Perform other assigned duties

Qualifications

• Excellent customer service skills
• Strong ability to multitask and stay organized
• Knowledge of the service area or map reading skills
• Understanding of the HVAC industry
• Computer skills
• High school diploma or equivalent
• Two years of HVAC related experience or equivalent combination of customer service, dispatching, or project management experience
1 day ago