Dispatcher

Position Title: Dispatcher

Reports To: Customer ServiceManager or Operations Manager

Status: Full-time, Regular position

Category: Customer Service

Location Name: Cropp-Fairfax Service Center

Address: 8421 Hilltop Rd, Fairfax, VA 22031

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary:

The Dispatcher is responsible for coordinating the daily scheduling and dispatching of field technicians to job sites. This role serves as the primary point of contact between customers and field staff, ensuring efficient communication and timely service while prioritizing jobs based on urgency and availability. The ideal candidate will possess strong multitasking abilities, excellent customer service skills, and proficiency in dispatching software to streamline operations and meet service level agreements.

Key Responsibilities:

Answers incoming phone calls from customers and assists call or routes call to appropriate person

Maintains good customer relations and ensures that all calls meet Service Experts' standards

Receive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.

Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.

Monitor technicians' schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.

Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.

Maintains customer records by updating account information

Adheres to CPI compliance regulations when taking payments over the phone

Updates capacity planner whenever calls or booked, rescheduled or cancelled

Continually maintains working knowledge of all company products, services, and promotions

Reliable attendance and on-time job performance

Qualifications:

High school diploma or equivalent with 1-year experience working in dispatch or another coordinating environment

Experience or training the use of computers and related systems in an administrative office environment

Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.

Excellent customer-service, communication, and interpersonal skills

Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns

Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.

Ability to work effectively in both a team and an independent environment

Ability to make decisions based on established guidelines and procedures

Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence

Effective organizational and time-management skills. Must be able to prioritize work based on service demands

An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

What Do We Offer You as a Service Experts Employee?

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

Competitive Pay, including incentive opportunities for many positions

Paid Time Off and Company Holiday Pay

Medical /Dental /Vision Insurance programs

401(k) Retirement Savings Plan with company matching contributions

Life Insurance, for you and options you can elect for your family

Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work

Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs

World Class Training opportunities through our Experts University

Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email