Service Dispatcher

L H Gault & Son•Westport, CT

4d•Onsite

About The Position

Responsible for coordinating and scheduling all Service Technicians, managing their daily schedules for maximum efficiency, managing applied and unapplied time report to reach goals, and when needed speak to customers with scheduling updates. This role operates in a professional office environment and routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Field training includes ride-a-longs with drivers and technicians, as assigned.

Requirements

High school diploma/GED required
Ability to work in a team environment in high energy situations a must
Excellent communication and customer service skills
Able to maintain a high degree of accuracy
Professional demeanor at all times
Excellent verbal and written communication skills with customers and team members
Proficient in Word, Excel and Outlook
Must be able to multi-task
Must be able to work under pressure and maintain a controlled demeanor
Exemplify company core values of Integrity, Teamwork, Caring, Ownership
Have a passion for ‘Enhancing the Customer Experience’
A desire to learn new technologies and systems and a willingness to participate in continuing education
Maintain and promote a safe working environment

Nice To Haves

Field training includes ride-a-longs with drivers and technicians, as assigned.

Responsibilities

Dispatch daily service calls and maintain dispatch board for HVAC throughout the day based on tech skills
Assign to technicians, at least, the next 1-3 days’ work in the GP dispatching system
Maintain Knowledge of Technician Skill set and assign calls appropriately
Confirm all technicians have assigned first calls for the next day night before
No calls should be left unassigned, sitting on board prior to leaving
Answer calls and text messages from Service Technicians and Supervisors in the field needing assistance
Review daily service calls that are completed but remain open in GP
Notifying customer(s) of Technician status when a call goes into yellow and red (monitor hourly)
Manage Manpower Planning based of technician skill set, PTO, Gault University Training and seasonal needs.
Respond to Customer Care Reps with any customer call-in inquiries regarding their scheduled service call
Use dispatch map daily to plan/aid in keeping on track with routing efficiency KPI
If early morning call - confirm tech knows arrival time and confirmation acknowledging
Respond in a timely fashion to all gas/oil run outs, gas smells, or other urgent situations where an immediate response is needed
Manage Daily cases: examples Return Work, Dye Checks, Filter, vent alarms
Duties and responsibilities are subject to change due to company changes/seasonality needs