Job Title: HVAC Dispatcher

Job Summary:
As an HVAC Dispatcher, you will play a crucial role in ensuring the smooth operation of our HVAC service department. Your primary responsibility will be to efficiently schedule and dispatch service technicians to customer locations, maintain communication between technicians and customers, and ensure timely resolution of service requests. Your ability to multitask, prioritize, and communicate effectively will be essential in this role.

Responsibilities:

1. Receive incoming service requests via phone, email, or other communication channels.
2. Gather necessary information from customers, including their contact details, location, and description of the issue.
3. Schedule service appointments and dispatch technicians to customer locations based on urgency, technician availability, and proximity to the job site.
4. Communicate job details, including appointment times and technician information, to customers.
5. Coordinate with technicians to ensure they have the necessary equipment, materials, and information to complete their assigned jobs.
6. Monitor the progress of service calls and provide updates to customers as needed.
7. Handle customer inquiries, complaints, and rescheduling requests professionally and courteously.
8. Maintain accurate records of service calls, including customer information, job details, and technician activities.
9. Assist in coordinating emergency response services for urgent HVAC issues outside of regular business hours.
10. Collaborate with other departments, such as sales and inventory management, to ensure seamless service delivery.

Qualifications:

1. High school diploma or equivalent; additional education or certification in HVAC or related field is a plus.
2. Proven experience in a dispatching or customer service role, preferably in the HVAC industry.
3. Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, technicians, and colleagues.
4. Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple assignments simultaneously.
5. Proficiency in computer software applications, including scheduling and dispatching systems, Microsoft Office suite, and customer relationship management (CRM) tools.
6. Ability to remain calm and composed under pressure, especially during high-volume service periods or emergency situations.
7. Knowledge of HVAC systems, terminology, and common issues
8. FieldEdge Experience is a bonus

Physical Requirements:

1. Ability to sit, stand, and use a computer for extended periods.
2. Capacity to lift and carry up to 50 pounds.
3. Stamina to work in a fast-paced environment and handle stressful situations calml