Dispatcher

Airtron; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Job summary

Airtron Heating & Air Conditioning is seeking a Dispatcher to provide operational support by scheduling and dispatching field service employees to customer homes, and to collaborate with customer service representatives and management on administrative duties.

Ideal candidates will have 2–4 years in an office setting, strong computer skills (Excel/Word/Outlook), and excellent English communication. Overtime and weekend hours may be required in this fast-paced environment.

Qualifications

• 2–4 years of office experience, with phone support.
• Basic computer skills including Excel, Word, and Outlook.
• Strong written and verbal English communication.
• Ability to work overtime with little notice; weekend hours may be required.

Responsibilities

• Routes service calls and provides scheduling advice to technicians and customers.
• Communicate with customer service reps, technicians, and management.
• Provide administrative support to other departments within Service.
• Answer phones, schedule customers, and assist with inquiries.
• Handle data entry via email, text, and other tools to route resources.
• Maintain good customer relations and resolve claims and complaints per consumer laws.
• Follow company policies including safety.
• Other duties as assigned.

Skills

Office experience

Customer service

Communication

Multitasking

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

At Airtron Heating & Air Conditioning, we help homeowners stay comfortable year-round with trusted heating, cooling, and HVAC solutions. For more than 40 years, we’ve built our reputation by showing up, doing quality work, and treating customers with honesty and respect. We’re proud to be the neighbor people can count on—and we’re looking for team members who share that same commitment to serving others and doing the job right.

At Airtron, we’re looking for people who take pride in their work, care about their teammates, and are committed to delivering an exceptional experience for every customer. If that sounds like you, we’d love to have you on our team.

Job Summary:

The Dispatcher will provide operational support by scheduling and dispatching field service employees to customer homes as well as partnering with customer service representatives and management and completing all applicable administrative duties.

Essential Duties/Responsibilities*:

• Routes service calls and provides scheduling advice to technicians and customers.

• Promptly and effectively communicate with customer services representatives, technicians, and management.

• Provide administrative assistance to other departments which have cross over in the Service department.

• Answering phones, schedules customers and assists customers with any/all inquiries as needed.

• Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.

• Ensures that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.

• Follows all company policies and procedures, including but not limited to safety.

• Other duties as assigned.

* Duties may vary by location.

Minimum Requirements:

• High School Diploma or GED.
• 2-4 years of experience working in an office setting with a minimum of 20% of daily duties assisting customers over the phone.
• General computer competency is required, including a minimum of 1-year experience Microsoft Excel, Word, and Outlook.
• Must be able to communicate in English effectively, both verbally and in writing.
• Ability to work overtime with little notice_;_ weekends hours may be required.

Preferred Qualifications:

• Experience in HVAC setting or large service organization.
• Completed college course work.

Additional Knowledge, Skills and Abilities:

• Customer service mindset.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Able to work in a fast-paced environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Willingness to learn and be a part of a team.
• Positive attitude and a team player.
• Related work experience may be substituted for education.
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.

Working Conditions:

• Open office environment.
• Fast-paced environment.

Physical Requirements:

• Must be able to lift/move up to 20 pounds frequently.
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others.
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.

Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable 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 Airtron.