Dispatcher

McVay Heating Cooling & Plumbing; Gibsonia (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision packages (

Employer-paid options

401(k) with company match

Ongoing training and education stipnds

Job summary

McVay Plumbing, Heating & Cooling is seeking a Dispatcher to manage service requests, dispatch technicians, and communicate with customers to ensure timely and high-quality service delivery.

You will gather service details, schedule technicians, and provide updates to customers while coordinating with the service team to optimize resources and meet business goals.

Qualifications

• Proficient with dispatch software and CRM systems.
• Strong organizational skills and attention to detail.
• Ability to work flexible hours including evenings/weekends if required.
• Knowledge of local geography and service areas.

Responsibilities

• Receive incoming service requests via phone, email, or online portals with professionalism.
• Gather accurate and detailed information from customers about service needs.
• Schedule and dispatch technicians based on availability, skill set, and proximity.
• Maintain clear communication with customers regarding arrival times, delays, and updates.
• Track and update service job statuses in the system; maintain organized records.
• Assist with inventory levels of parts and supplies; coordinate with warehouse.
• Address customer inquiries, concerns, and complaints promptly and professionally.
• Collaborate with service manager, technicians, and teammates to optimize service delivery.
• Keep knowledge of services, pricing, and policies up-to-date to answer inquiries.
• Serve as secondary customer service representative when necessary.

Skills

Dispatch software

CRM systems

Microsoft Office

HVAC knowledge

Education

High school diploma or equivalent

Job description

A bout 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


• 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:

At McVay Plumbing, Heating & Cooling we hire the best of the best! Each and every McVay team member is committed to providing our customers with the highest level of expert service in a friendly and professional manner. We are incredibly proud of our team members and want you to know that it is our goal to provide 5-star service to every customer, every day.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.