Dispatcher

About the Role: As the Dispatcher, you will play a crucial role in managing the flow of service requests, dispatching technicians, and maintaining effective communication with customers. Your exceptional organizational skills, ability to multitask, and strong customer service orientation will be instrumental in ensuring the efficient delivery of our services and exceeding customer expectations.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance pay directly tied to results – You deliver for us, we deliver for you
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor

Dispatcher Key Responsibilities:

• Receive incoming service requests for one or more service lines from customers via phone, email, or online portals, demonstrating professionalism and exceptional customer service.
• Gather accurate and detailed information from customers regarding their service needs, documenting relevant information in the system.
• Schedule and dispatch technicians based on availability, skill set, and proximity to ensure timely response to service requests.
• Maintain clear and effective communication with customers regarding technician arrival times, any delays or changes, and service updates.
• Monitor technician schedules and work progress to ensure efficient utilization of resources and prompt completion of service jobs.
• Prioritize service requests based on urgency, customer preferences, and technician availability, while considering business objectives.
• Coordinate with technicians to provide necessary job details, including customer information, service requirements, and any special instructions.
• Track and update service job statuses in the system, ensuring accurate documentation and maintaining organized records.
• Assist with managing inventory levels of parts and supplies, coordinating with the warehouse team to ensure adequate stock availability.
• Handle customer inquiries, concerns, and complaints promptly and professionally, resolving issues to maintain high customer satisfaction.
• Collaborate closely with the service manager, technicians, and other team members to address any operational challenges and ensure efficient service delivery.
• Continuously update and maintain knowledge of company services, pricing, and policies to effectively address customer inquiries and provide accurate information.
• Serves as secondary customer service representative when necessary.

Dispatcher Qualifications:

• Proficient computer skills, including experience with service dispatch software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating problem-solving skills and sound decision-making.
• Strong attention to detail and accuracy in data entry and documentation.
• Flexibility to adapt to changing priorities and work schedules, including evenings and weekends if required.
• Knowledge of local geography to effectively schedule technicians based on service locations.
• Ability to work collaboratively within a team environment, promoting a positive and supportive work culture.
• High school diploma or equivalent.

Dispatcher Interpersonal Qualifications: 

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

About Us:
Illiana Heating & Air is a leading HVAC service provider, offering high-quality heating, air conditioning and indoor air quality solutions in Cedar Lake & surrounding areas.  Since 1987, we’ve been helping folks throughout the Lansing and Northwest Indiana area enjoy total indoor air comfort in their homes and businesses. Nationally recognized as both the Residential Contractor of the Year and the Best Contractor to Work For, Illiana cares about its employees as much as its external clients. 

Illiana Heating & Air is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.