Dispatcher

Mario Purchaser LLC•Sanford, FL

About The Position

Since 1986 American Air & Heat has been a value driven business. Focused on the mission of providing each client with prompt, professional and trustworthy information. Allowing each client to make the best decisions for their home, family and comfort, ensuring their 100% satisfaction. Using the Golden Rule as our compass; every action we take will be focused on our customers satisfaction. Our goal is to provide each customer with the highest level of Workmanship, Integrity and Trustworthy Solutions for their home. We cannot succeed in our mission without our customers and their trust in us. The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. The dispatcher is the liaison between the customer, the Service Technician, the Service Managers and the Customer Service Department.

Requirements

SERVICE TITAN experience is preferred!
Excellent verbal and written communication skills
MS Office, Outlook, EXCEL
Positive, professional, and friendly demeanor
Strong problem-solving and multitasking abilities
Self-motivated, organized, and team-oriented
Receptive to coaching for improved performance
Able to work a flexible schedule including evenings, weekends and holidays shift
High school diploma or equivalent (Associate’s or higher a plus)
Self-starter, reliable, flexibility with hours
Strong customer service skills
Present and communicate professionally (written and verbal)
Excellent organizational, detail oriented and follow-through skills
Ability to manage the dispatch board to benefit the branch as a whole and achieve business objectives while following all operating procedures and provided training
Excellent interpersonal communication skills on a professional and technical level
Able to work both independently and as part of a team
Must be a critical thinker - Strong English composition skills
Telephone etiquette and working knowledge of email systems
Ability to develop tools that create efficiencies within department.
High school diploma/GED required
Strong knowledge in MS Office Suite including proficient use of Excel and PowerPoint

Nice To Haves

Associate degree preferred but not required
Bilingual a plus, not required.
Experience in the trades: HVAC, plumbing, electrical
Experience with Service Titan

Responsibilities

Schedule technicians return trips to customers to complete jobs after arrival of parts.
Enter service calls, schedule calls, and proactively communicate to technicians throughout the day.
Maintain a constant communication with Service Technicians throughout their scheduled shift through email, text, and phone conversations.
Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.
Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and re-scheduling the time at the client’s convenience.
Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
Strictly adhere to the Dispatching for Profits Priority Service Schedule to ensure the “Right” technician is sent to the “Right” appointment.
Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.
Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expeditiously and to the customers’ satisfaction
Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and to facilitate problem resolution, as necessary.
Obey the company Code of Ethics, Team Rules, and Team Philosophy