Operations Dispatcher

National HVAC Service; Seaford (DE); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO & holidays

Health benefits

401k through Fidelity

Company cell phone

Job summary

National HVAC Service in Seaford, Delaware, is seeking an Operations Dispatcher to manage service technician schedules using dispatch software, ensuring that customer commitments are met and that maintenance contracts are understood and billed correctly.

You will coordinate daily, weekly, and monthly technician schedules, communicate with customers and internal teams, provide frequent status updates, and support billing with the A/R department as needed.

Qualifications

• Two years of HVAC dispatch experience preferred.
• Proficient in Microsoft Excel and Word.
• Excellent verbal and written communication skills.
• Excellent customer service and phone skills.
• Strong interpersonal skills in an office environment.
• Able to understand technical terminology and mechanical processes.
• The position may require lifting approximately 15–20 lbs.

Responsibilities

• Daily coordination of Service Technicians to meet scheduled maintenance and repairs with properly skilled personnel.
• Daily, weekly, monthly scheduling of all Technicians, including reconciling time entries.
• Daily interaction with Customers to meet their needs as well as Service Managers, Field Supervisors, Technicians, and Sales Reps.
• Provide frequent status updates to Customers.
• Review each service tech’s call summaries daily and schedule follow-up work; coordinate with A/R on customer status.
• Answer, handle and/or distribute inbound calls.

Skills

Communication skills

Customer service

Organizational skills

MS Excel

MS Word

Time management

Phone skills

Tools

Key2Act/GP

Excel

Microsoft Dynamics GP

Job description

Description

As an Operations Dispatcher, your primary objective is to utilize the dispatch software to effectively maintain work schedules for service technicians and assure that customer commitments are met in a timely manner. This position must maintain a working knowledge of all maintenance contracts that are assigned to them including type of coverage, which services are included, and which services are billable.

• Daily coordination of Service Technicians to perform scheduled maintenance and repairs to assure Customer commitments are met with the properly skilled personnel and in a cost-efficient manner
• Daily, weekly, monthly scheduling of all Technicians, including reconciling time entries
• Daily interaction with Customers to meet their needs as well as Service Managers, Field Supervisors, Technicians, and Sales Reps to facilitate meeting Customer’s needs
• Provide frequent status updates to Customers
• Review each service tech’s call summaries daily to ensure customer’s needs are met and follow up work is scheduled if needed. Work with A/R Department on current Customer status
• Answer, handle and/or distribute inbound calls

Benefits

• Generous Paid Time Off (PTO) Policy with 10 company paid holidays
• Incredible Healthcare Benefits With Company Paid Employee Insurance Options.
• 401k Plan through Fidelity.
• Company cell phone.
• Dynamic work environment focused on customer satisfaction through employee team empowerment.

Requirements

• Two years of HVAC dispatch experience preferred
• Computer literate and technology savvy. Proficient in Microsoft (especially Excel and Word)
• Excellent verbal/written communication skills
• Excellent customer service and phone skills
• Excellent interpersonal skills in an office environment.
• Able to understand technical terminology and mechanical processes
• Key2Act/Great Plains (Microsoft Dynamics GP) software experience a plus
• Strong organizational skills
• The position may require the candidate to have the ability to lift approximately 15-20 lbs. in assistance of handling materials