Dispatcher

R.F. MacDonald Co.; Fresno (CA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Dispatcher to facilitate communication between customers, salespeople, and technicians. This dynamic role requires managing service requests, scheduling technicians, and ensuring top-notch customer service in a fast-paced environment. The ideal candidate will have advanced organizational skills and the ability to prioritize effectively while maintaining a calm demeanor under pressure. Join a team that values excellence and offers a supportive work atmosphere where your contributions directly impact customer satisfaction and operational success.

Qualifications

• 7 years of related experience or HVAC training is required.
• Associates Degree required; Bachelor's Degree highly desirable.

Responsibilities

• Coordinate service calls and dispatch technicians efficiently.
• Manage a schedule of over twenty-five technicians daily.
• Provide daily support to Operations Manager and resolve billing issues.

Skills

Detail-oriented

Advanced customer service skills

Strong organization

Ability to prioritize

Excellent communication skills

Education

Associates Degree

Bachelor's Degree

Tools

Microsoft Excel

Field Centrex

Solomon

dispatching software

Job description

Description

Position: Dispatcher

Location: Fresno CA

Reports To: Admin Manager

Classification: NON-EXEMPT

Summary / Objective

The Dispatcher position will be responsible for interaction between our customers, salespeople, and field service technicians as well as Managers. The successful candidate must be able to work in a fast-paced, everchanging environment that challenges even the most resilient personalities, and handle multiple tasks efficiently. Must have the ability to gather appropriate information from customer phone calls, and assign the proper technician(s) to respond to customer’s service requests. Track and monitor field technicians to determine availability to respond to service requests. The ability to prioritize based on customer needs and technician ability is a must. The candidate must manage a schedule of over twenty-five technicians daily, weekly, and monthly planning along with managing daily emergency service requests from some of the highest level clients in the area. Expectations are very high and our customers expect the highest-level service and response time possible.

Primary Job Duties

• Take incoming customer calls for service requests.
• Schedule and coordinate all service calls as calls are received and in weekly production meetings with technician leads and/or Service Manager.
• Dispatch work orders in a timely manner and have them all sent before end of day each day.
• Dispatch Service Technicians work orders multiple times per day if necessary and daily at minimum.
• Maintain the dispatch board/schedule while constantly updating changes multiple times per day.
• Forecast workload and prepare need to schedule and incomplete jobs report prior to each weekly meeting.
• Follow up on all emergency calls, parts ordered and received, incomplete, and repairs.
• Track and monitor field technicians while communicating with foreman to determine availability to respond to service requests. Review documentation (work orders) for accurate completion.
• Enter service calls into computer system and update progress accurately and on an hourly basis.
• Provide daily support to Operations Manager, and provide additional office support as necessary at a moment’s notice and as requested by the SM.
• Assist with resolving billing issues and following up on purchase orders with the Accounting department as needed.
• Champion of permit tracking, documentation and check requests for City of SF Permit to Operate and BAAQMD source test documents.
• Champion of work order documentation, field service data storage organization and customer follow-up requests for service work documentation- Work Orders, Permits or Combustion reports.
• Excellent communication Internal/External with past communication training and track record proven in advance.
• An internal drive and passion to “SERVE” others Internal/External with a positive team player mentality.

Requirements

• Detail-oriented personality and mindset.
• Typing speed of 40 – 60 WPM.
• Advanced customer service skills and communication skills, both written and verbal.
• Strong organization with a driven personality to be better each day.
• Ability to prioritize in a fast-paced ever-changing environment.
• Strong Microsoft skills and knowledge, Excel, Field Centrex, Solomon, or dispatching software experience.
• Meet deadlines and remain calm under pressure.
• Knowledge of industry is a must.
• Ability to work and work diplomatically with all levels of Company personnel and customers.
• Geographical knowledge of service area a must.

Competencies

1. Customer Service Specialist who has a successful track record.
2. Proficient in communications both verbal, written, and computer.
3. Interpersonal skills champion team builder.
4. Safety Focus.

Supervisory Responsibility

This position has no direct supervisory responsibilities other than supporting multiple technicians' needs, providing feedback to the Service Manager of customer concerns, and need for improvement or customer PWOMS.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a deskbound role; however, filing, correlating, reproduction and binding materials are required. This would require the ability to lift files, open filing cabinets, bend or stand on a stool, climb stairs, and prepare training and meeting rooms/spaces as necessary.

Position Type/Expected Hours of Work

This is a full-time position Monday through Friday, 6:30 a.m. to 3:30 p.m. This position requires long hours, last minute overtime, last minute customer service requests, and occasional travel work as job duties demand.

Travel

Travel is not expected.

Required Education and Experience

• An Associates Degree is required, a Bachelor's Degree is highly desirable.
• 7 years related experience or HVAC training, Project Management, or equivalent combination of education and experience.