Dispatcher

Airtron • Charlotte, NC

18d

About The Position

The Dispatcher provides operational and administrative support by scheduling and dispatching field service employees to customer homes. The role coordinates with customer service representatives, technicians, management, and other departments to route service calls and allocate personnel and resources efficiently. It also involves answering phones, scheduling customers, responding to inquiries, handling data entry, and helping resolve customer claims and complaints fairly and in accordance with consumer laws. The Dispatcher follows company policies and safety procedures and may perform other duties as assigned. Duties may vary by location.

Requirements

• High school diploma or GED.
• 2–4 years of experience working in an office setting, with at least 20% of daily duties involving assisting customers over the phone.
• General computer competency, including at least one year of experience with Microsoft Excel, Word, and Outlook.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to work overtime with little notice; weekend hours may be required.
• Customer service mindset.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment.
• Strong organizational skills, attention to detail, and ability to multitask.
• Willingness to learn and be part of a team; positive attitude and team-player approach.
• Ability to build positive relationships with internal and external customers.
• Willingness and ability to collaborate with all levels of the organization.
• Safety mindset and acceptance of a safety culture.
• Ability to lift or move up to 20 pounds frequently.
• Ability to frequently bend at the waist, kneel, or crouch, and to tolerate extended periods of standing, walking, or sitting.
• Ability to hear, understand, and distinguish speech or other sounds to operate phones and other office equipment safely.
• With natural or corrected vision, ability to see and focus at close and far distances, including peripheral vision and normal depth perception.
• Ability to express or exchange ideas verbally to communicate information to others.
• Ability to enter text or data using a traditional keyboard or 10-key numeric keypad.
• Ability to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push, and pull objects and tools.
• Related work experience may be substituted for education.

Nice To Haves

• Experience in an HVAC setting or large service organization.
• Completed college coursework.

Responsibilities

• Route service calls and provide scheduling advice to technicians and customers.
• Communicate promptly and effectively with customer service representatives, technicians, and management.
• Provide administrative assistance to other departments that overlap with the Service department.
• Answer phones, schedule customers, and assist with customer inquiries as needed.
• Manage data entry, including using email, text messages, and other communication tools to route personnel and resources efficiently throughout the day.
• Maintain good customer relations and resolve customer claims and complaints fairly, effectively, and in accordance with consumer laws.
• Follow all company policies and procedures, including safety procedures.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED