Senior Dispatcher

Logan A/C & Heat Services•Dayton, OH

14d•Onsite

About The Position

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Dispatcher to schedule fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive, growth-oriented environment? We offer benefits, including medical, dental, vision, health savings account, short-term disability, long-term disability, paid time off, paid holidays, a 401(k) with company match, profit sharing, and continuous opportunities for growth. WHO IS LOGAN A/C & HEAT SERVICES? Logan A/C & Heat Services is the #1 residential Trane dealer in Ohio & a Mitsubishi Electric Diamond Contractor ELITE. For over 50 years, homeowners throughout Columbus, Dayton and Cincinnati, Ohio, have trusted Logan A/C and Heat Services as their heating and air conditioning company of choice. As the local source for expertise involving your HVAC system, you can rely on us when you want to make sure your home will be kept as comfortable as possible all year long. Whether you need expert help with your air conditioner, furnace, heat pump, ductwork, or anything else related to your climate control system, we are the residential HVAC company you can depend on for fast and friendly service.

Requirements

2 - 3years of experience in a dispatch, scheduling, or customer service support role.
Experienced in personal computer-based applications, including but not limited to Microsoft Office applications (Word, Excel, Powerpoint, Outlook, Visio, OneNote)
Working knowledge of iPads and smartphones
Excellent written and oral communication skills
Strong organizational skills
Ability to work proactively and independently with limited direction
Ability to organize and prioritize daily tasks and projects
Able to work overtime and weekend hours on an occasional basis
Participate in any LSI training and development as directed by management

Nice To Haves

Knowledge of the HVAC industry (Preferred)

Responsibilities

Follows a set soft-scheduling process by scheduling all service repairs
Assists technicians via phone and email to support job completion and scheduling needs
Schedule follow-up and return visits for technicians as needed
Supports the Service Team in achieving monthly revenue and performance goals
Aim to exceed Schedule & Dispatch monthly goals in calls & opportunities ran
Provides assistance to CSR’s on scheduling calls and service-related questions
Review service schedule for all markets periodically throughout the day to ensure the right opportunities / calls are on the appropriate technician for all markets
Helps maintain the emergency service technician on-call schedule – ensuring greylines are up-to-date and visible
Follows up daily on open repair and IAQ estimates left behind by technicians to help drive service revenue and customer engagement
Assists with resolving customer issues by collaborating with service management on quick & correct course of action
Contact customers for late arrival on unmanaged jobs to provide timely updates and manage customer expectations
Reschedules appointments as needed when emergency situations arise to maintain service quality and customer satisfaction
Responds promptly and professionally across company texting platforms including Service Titan Chat, ProBook Chat, and Podium
Reaches out to schedule and follow up on held parts with a set cadence, documenting attempts visibly and utilizing multiple communication methods like calling, texting, email etc.
Collaborate with multiple departments to coordinate service visits for issues, follow up on customer concerns, and ensure parts availability aligns with scheduling.
Review Next Day, Parts Not Ready report in a timely manner, following up with Logistics and communicating with the customer if the appointment needs to be adjusted.
Performs all other duties as assigned