Dispatcher - Rock Hill, SC

Brothers Heating, Cooling, Plumbing•Rock Hill, SC

1d•$18 - $20

About The Position

Brothers Heating, Cooling, & Plumbing, in partnership with American Residential Services, is the nation’s largest provider of residential HVAC, plumbing, and electrical services with 7,000+ team members and over 45 years of experience.

Requirements

HS diploma, or GED equivalent, is required
Must be computer literate with knowledge of MS Office products
Familiarity with geographical territory
Strong communication and interpersonal skills
Must pass background and drug screening

Nice To Haves

Previous experience in customer service and/or a service line is desired

Responsibilities

Plans the workday and manages the time of service technicians. Remains knowledgeable of skill levels of technicians to properly execute duties of the job.
Communicates with service technicians via telephone, paging system, or radio to answer inquiries and provide information.
Coordinates quotations for services and communicates pricing with service technicians.
Calls customers to explain quotations and obtain approval for the order.
Receives incoming phone calls from customers and answers basic questions.
Enters incoming service calls in computer or tracking system. Closes out completed calls.
Dispatches service to appropriate technician using proper radio and dispatch codes based on workload, technician availability, technician expertise and priority of need.
Places calls to customers to verify availability for service call.
Gathers information to analyze appliance, plumbing, electrical, heating and air conditioning service problems.
Maintains call tracking information and work order requests. Follows-up on open calls over extended periods of time.
Issues invoices for services and purchase orders for parts. May order parts for scheduled services.
Notifies customers of estimated times of arrival.
Reviews time tickets, maintains technician time for payment and reports to management when travel time and unapplied labor go over targeted budget.
Prepares reports and performs record management by creating folders, filing and updating information as needed.
Phones customers to schedule preventive maintenance appointments.
Phones customers to ensure satisfaction of the quality of services provided. Enters all customer remarks and concerns into the computer.
Other duties as assigned.