What are the responsibilities and job description for the HVAC Dispatcher position at Bill's Superheat?
Service Dispatcher Role Description:
The Service Dispatcher plays a critical role in ensuring seamless coordination between customers, Service & Maintenance Technicians, and internal teams. This position is responsible for managing daily schedules, dispatching technicians efficiently, maintaining accurate records, and supporting both operational and customer service goals. The Service Dispatcher ensures that service calls, return trips, and maintenance agreements are handled with accuracy, timeliness, and professionalism. By maintaining accurate records, facilitating clear communication, and providing timely billing and customer support, the Service Dispatcher helps uphold the company's service excellence and financial accuracy.
Schedule: 8:30 am - 5:00 pm M - F
Benefits include:
4% company match 401k
100% paid health insurance for employee
100% paid dental insurance for employee
2 weeks paid time off
Supplemental insurance available at employee expense
8 paid holidays per year plus your birthday
Service Dispatcher Essential Duties:
- Demonstrate a dependable, proactive, and positive attitude daily.
- Manage daily schedules for Service & Maintenance Technicians.
- Dispatch technicians for service calls, one call at a time.
- Set and maintain the dispatcher board and filing system.
- Coordinate on-call schedules, including first-call and standby coverage.
- Schedule and track return trips, ensuring completion and quality.
- Respond promptly to voicemail messages & overnight messages.
- Schedule and coordinate demand service calls as received.
- Maintain clear communication with managers, employees, and customers regarding schedules and lead times.
- Keep customer database and history files updated with current information.
- Contact customers when parts are received to schedule pending work.
- Update files with installation information (e.g., warranties, equipment, new customers).
- Create and manage work orders in the computer system.
- Maintain and renew maintenance agreements (billing, scheduling, files, database).
- Prepare and file service tickets, work orders, and warranty paperwork.
- Create and manage invoices in the computer system, send billing to customers, following up on past due accounts.
- Type service agreement proposals for new customers.
- Update service database after each service job is completed.
Performance Measurements:
1. Attitude and demeanor with customers (Subjective) and as rated by customer debrief and hidden shopping audits.
2. 85% first time call completion ratio.
3. Review each invoice for service manager for accuracy and note exceptions if any.
4. Maintaining the weekly tracking board system by technician.
5. Number of customer complaints due to scheduling.
6. Number of return trips/call backs due to scheduling inefficiencies.
7. 100% Accuracy of customer history files.
8. 100% Accuracy of customer Maintenance Agreement files.
9. Timeliness of billing information to accounting.
Personal Skill Development Plan: (See Below) As noted by manager and employee for the year.
Training Plan for Dispatcher
- EXCEL- Basic Spread Sheet/ EXCEL - Intermediate/ Software Training - based on choice.
- Financial Training - Learning the P&L and how it relates to service.
Service Dispatcher Essential Expectations:
1. Company Values and Philosophy
a. Adhere to and exemplify the Company's stated core values and beliefs.
b. Promote the company and the brand wherever possible.
c. Conduct operations of sales department within the framework of the law and the ethics of good business practices.
d. Exercise good judgment in all areas where the company's interests are represented.
e. Work with a team first, individual second philosophy.
f. Come to work each and every day dressed with a positive mental approach.
2. Leadership Expectations
a. Set the tone for the service department by living the company core values.
b. Set clear, concise expectations for all personnel who report to you.
c. Provide constructive feedback on a regular basis to all department employees.
d. Keep the service department neat, clean and organized, the same for your desk area.
e. Lead the department effort to create a safe learning environment.
f. Develop key personnel in the service department to prepare them for future opportunity.
g. Implement training and skill development programs as directed by the President/ GM.
h. Produce & track employee performance based on specific KPl's.
3. Customer Service Expectations
a. Assure 100% customer satisfaction.
b. Exceed customer's expectations for quality and value.
c. Handle and resolve all customer complaints within 24 hours, or within policies.
d. Ensure that the phone is answered within three rings at all times.
e. Return all calls within same day.
f. Communicate with President / GM on a regular and routine basis to resolve questions, concerns, or issues.
4. Service Dispatcher - Department Performance
a. Meet or exceed all assigned financial goals.
b. Implement all company better practices that apply within the department in a timely manner.
c. Manage the Dispatcher function - department to meet or exceed the company KPl's.
d. Hire/Identify a successor to the Dispatcher function if required. Provide training and mentor the individual.
e. Participate in regular meetings and functions to develop the team.
f. Develop departmental goals that align with company goals each year.
g. Gain thorough and complete understanding of how department performance impacts the company financial and KPI
results.
5. Communications, Reporting and Compliance
a. Dispatcher will report all relevant information, reports and data to the Service Manager as required.
b. Dispatcher will immediately report any relevant issue regarding safety, compliance, or legal directly to the Service Manager.
c. Dispatcher will participate in Company meetings, department meetings and participate in company planning.
6. Reviews, Feedback and Personnel
a. Dispatcher is responsible for providing constant positive coaching and feedback to team members - daily and weekly service meeting for weeks review.
b. The Dispatcher will work with the Service Manager to define training needs within the department.
7. Skill Development (See Above)
a. Dispatcher will work with SM to develop a set of personal development goals.
Salary : $23 - $26