Dispatch Clerk

Calvey Heating & Air•San Jose, CA

5d•$20 - $31•Onsite

About The Position

Calvey Air is looking for a dependable, organized, and customer-focused Dispatcher / Customer Service Coordinator to support our daily HVAC service operations. This position will be one of the main points of contact for our customers. You will answer incoming calls, gather customer and job information, schedule service appointments, dispatch technicians, communicate with customers throughout the service process, and help keep our office organized. You will also provide general administrative support and assist the accounting team when needed. We are looking for someone who is comfortable on the phone, communicates professionally, stays organized, and can handle multiple customers and technicians throughout the day.

Requirements

Strong customer service and telephone communication skills.
Comfortable answering and managing a high volume of phone calls.
Strong organizational and follow-up skills.
Ability to communicate professionally with customers and technicians.
Comfortable working with computers, email, spreadsheets, and office software.
Ability to accurately enter customer and job information.
Ability to manage multiple priorities in a fast-paced environment.
Dependable and able to work independently while also supporting a team.
Strong attention to detail.
Willingness to learn new systems and procedures.

Nice To Haves

Previous dispatching or scheduling experience.
HVAC, plumbing, electrical, construction, or other field-service experience.
Customer service or call-center experience.
Experience with ServiceTitan or another field-service management system.
Basic QuickBooks or accounting experience.
Previous administrative or office experience.

Responsibilities

Answer incoming customer phone calls and respond to emails and service inquiries.
Speak professionally and courteously with customers.
Gather customer information, including name, address, contact information, service needs, and job details.
Enter and maintain accurate customer information in the company system.
Answer general customer questions and direct technical or billing questions to the appropriate team member.
Follow up with customers regarding appointments, technician arrival times, job status, and other service updates.
Handle customer concerns professionally and escalate issues to management when necessary.
Maintain accurate notes regarding customer conversations and requests.
Schedule service appointments and coordinate technician calendars.
Dispatch technicians based on availability, location, urgency, and job requirements.
Communicate new assignments and schedule changes to technicians.
Monitor the daily service schedule and make adjustments as needed.
Notify customers of technician arrival times, delays, or scheduling changes.
Help ensure technicians have the customer and job information needed before arriving at a service call.
Follow up with technicians regarding job status and completion.
Help schedule return visits or additional work when required.
Maintain organized customer and job records.
Enter information into ServiceTitan or other company systems.
Assist with filing, scanning, emails, documentation, and general office responsibilities.
Help collect missing customer, technician, or job information.
Maintain accurate records of completed and outstanding service calls.
Assist management and other office staff with administrative projects as needed.
Helping collect customer payment information.
Following up with customers regarding outstanding invoices.
Providing completed work orders and supporting documentation to the accounting team.
Assisting with basic data entry.
Helping gather receipts, invoices, purchase orders, and other documents.
Confirming customer and job information needed for billing.
Assisting with other basic accounting and administrative tasks as requested.