Job Description
Dispatcher Job Description:
We are seeking a detail-oriented and organized individual to join our team as an HVAC and Plumbing Dispatcher. As a Dispatcher, you will be crucial in coordinating and scheduling HVAC and Plumbing service calls, ensuring timely and efficient dispatch of technicians. Your ability to prioritize and communicate effectively will contribute to the smooth operation of our service department and exceptional customer service. This is a work-from-home position, allowing you to work remotely while staying connected to our team and customers.
Location: Phoenix, AZ 85027 (Remote/Work from Home)
Employment Type: Part-Time (28-30 hours per week)
Schedule:
- Weekdays (3 days, Monday-Friday): 3:00 PM to 7:00 PM
- Weekends (Saturday & Sunday): 8:00 AM to 5:00 PM
Pay: $15 to $17 per hour, dependent on experience
Benefits/Perks:
- Competitive Compensation
- Retirement Options
- Health Insurance (for eligible employees)
- Dental
- Vision
- Life insurance
- Company Matching 401K (for eligible employees)
- Gym membership reimbursement
- Paid PTO and Holidays (pro-rated for part-time employees)
- Growing Opportunities within the Company
Responsibilities:
- Receive incoming service requests and customer inquiries via phone, email, or online
- Gather customer information, including contact details, location, and HVAC and plumbing issue description
- Schedule and dispatch appropriate HVAC and plumbing technicians to service calls based on skillset, availability, and proximity
- Coordinate and prioritize service calls to maximize efficiency and minimize travel time between jobs
- Maintain accurate and up-to-date records of service calls, technician assignments, and customer interactions in the dispatching system
- Monitor technician progress and update customers regarding arrival times or any delays
- Communicate with technicians and provide necessary job details, including customer information, job requirements, and special instructions
- Address customer concerns or escalations professionally and on time, ensuring customer satisfaction
- Collaborate with other departments, such as the service manager, technicians, and customer service representatives, to streamline operations and improve service delivery
Experience / Requirements:
- High school diploma or equivalent
- Proven experience as a dispatcher or in a similar role, preferably in the HVAC or plumbing industry
- Excellent verbal and written communication skills, with the ability to interact professionally with customers and technicians
- Strong organizational skills and the ability to multitask and prioritize tasks in a fast-paced environment
- Proficient computer skills and experience using dispatching software or similar systems
- Reliable high-speed internet connection and a quiet, professional workspace (required for remote work)
- Knowledge of HVAC and plumbing systems and terminology (preferred but optional)
- Ability to remain calm and composed under pressure and effectively handle unexpected situations or changes in scheduling
- Strong problem-solving and decision-making abilities
- Familiarity with local geography and routes for efficient dispatching
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