HVAC Service Dispatcher

Title: HVAC Service Dispatcher  

Job Summary

Infinity Contracting Services, Corp. is actively seeking a highly motivated HVAC Service Dispatcher to join our team in College Point, NY.

The HVAC Service Dispatcher must maintain the Service Technicians’ daily and on-call schedules, dispatch technicians as service calls are completed, schedule return trips with customers when required parts are received, and maintain a customer database with current information. Clear and concise communication with department managers, employees, and customers, including keeping customers apprised as to the company schedule and requested lead-times, is imperative.  

Responsibilities and Duties

• Take incoming customer calls.
•  Schedule and coordinate all service calls as they are received.
• Create a dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Dispatch Service Technicians from home to first call.
• Debrief Service Technicians after completion of each call.
• Respond to all messages/emails left overnight.
• Maintain the dispatch board/schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling.
• Follow up on all pending and recommended work with customers utilizing the pending work log.
• Maintain the maintenance agreements, including scheduling, staging materials, database information, customer hard files, and renewals.
• Help Service Manager with marketing issues as directed.
• Order parts for special orders.
• Forward list of parts used by technicians to the warehouse for truck restock.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Type service contract proposals for new customers
•  Maintain an on-call schedule, to include 1st on-call and standby technician
• Maintain customer history files in a database
• File service orders
• Prepare paperwork for all manufacture warranty parts
• Facilitate the return of warranty parts
• Update service database from the service ticket
• Maintain service invoice log
• Compare service timecards and work orders to the service schedule.
• Compare time cards to GPS Report
• Check service time cards for accuracy
• Pull checks and charge slips and compare to invoices.
• Happy calls/customer surveys.
• Calculate reporting information and enter it into a database.
• Other duties as assigned

Qualifications and Skills

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of the HVAC industry is required
• Computer skills
• High school diploma or general education degree (GED)
• Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management