Dispatch Manager

Are you a dedicated customer service expert seeking to join an established and growing company to expand your career? Do you enjoy being at the forefront, playing an integral role in the day-to-day operations of a growing business? Do you love being recognized for your hard work?  

At Aire Serv Heating & Air Conditioning, we want to level up our dispatch department with an excellent leader/communicator who desires to build strong customer and employee relationships, while having fun in the process! We have the tools and training to help you do just that and succeed in your career as Dispatch Manager. 

Due to dispatchers' primary role being the first point of contact between customers and service technicians, it is vital to understand the scope of services a company offers, possess critical thinking skills, and perform well under pressure in a fast-paced environment. Dispatch managers are responsible for facilitating seamless communication between all stakeholders, ensuring that technicians receive accurate and timely information and deliver excellent service to happy customers in a timely manner. They also provide unmatched customer service to every customer, whether a large commercial client or an individual homeowner, as well as the other members of the team.  

As our Dispatch Manager:

You are a key member of our team, exemplifying our code of values by showing respect and courtesy to all customers and fellow employees. You are a self-starter, who is self-motivated, energetic, and enjoys helping people. You’re driven to the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a daily basis.

If this sounds exciting, we’d love to hear from you!  

Job Duties and Responsibilities include, but may not be limited to:

• Oversee all facets of the dispatch department, including a team of dispatchers.
• Allocate jobs to technicians based on location, skill set, and availability, so that our technicians can move from job-to-job in the most efficient manner possible throughout the day. 
• Gather, record, and maintain customer information in Service Titan. Maintain accurate records of service requests, technician assignments, and job completion.
• Check the weather and plan accordingly, as far into the future as possible.
• Check all contents of calls for the day and the next few days to come. 
• Set board according to travel and opportunity
• Track the progress of service calls and ensure timely completion. Organize and receive incoming parts and coordinate arrival times of technicians with homeowners. 
• Interact with customers utilizing email, chat, and phone calls to provide support. Confirm appointments, provide updates, and address any concerns.
• Manage customer phone calls and organize information on products and services. 
• Address and resolve any issues that arise during dispatch, including delays or service complications.
• Ensure route and opportunity maximization.
• Adjust start times of technicians to match arrival times in Service Titan. 
• Perform other duties as needed which may include cross-training in related positions.
• Help with the events team for home shows.
• Maintain daily communication with office staff.
• Follow up on any invoices not closed by technicians within 24 hours.
• Make sure the on-hold and unassigned queue is emptied daily if possible.
• Follow up on sales leads not sold within 2 business days.

Supervision and Training: 

• Communicate continuously with the CSR manager and actively facilitate camaraderie between departments.
• Directly supervise the activities of the dispatch team. 
• Lead, mentor, and motivate the dispatch team to achieve performance goals and meet operational targets. 
• Provide guidance, training, regular coaching, and feedback to enhance employee skills, promote teamwork, and foster a culture of continuous improvement. 

Qualifications:

• High School Diploma or equivalent required.
• 2+ years working in the customer service/dispatch field.
• At least 1 year of managerial experience.
• Experience working in the HVAC industry is highly preferred.
• Proficient with Google Suite (email, google docs, google sheets, google drive).
• Experience with Service Titan preferred.
• Ability to proficiently use Service Titan and other software applications maintained by the company.
• Attention to detail. 
• Able to be flexible and adapt to constantly changing levels of work.
• Excellent verbal and written communication skills, and able to work cohesively with customers and fellow employees.
• Ability to prioritize and manage multiple responsibilities efficiently.
• Proficient in documentation, reporting, and data entry.
• Ability to work independently as well as part of a team.
• Team-oriented and willing to assist with office events and company functions.
• Successful completion of drug/alcohol screening. 
• Must be eligible to work in the United States; sponsorship for work authorization is not available for this position.

We offer the following benefits:

• Competitive Salary commensurate with experience
• Paid Training
• Paid Time Off (PTO) and vacation time - after 90 days of employment
• Paid Holidays
• Health Benefits (Medical, Dental, Vision) - after 90 days of employment
• 401k Retirement plan
• Opportunities for bonuses 

We are actively interviewing for this position - Apply today and our hiring manager will follow up!

With more than 200 locations throughout the United States and Canada, Aire Serv is a trusted name in the field of heating and air conditioning installation, maintenance, and repair. We are proud of our reputation for putting clients first and getting the job done right the first time, every time. We are a team of qualified experts dedicated to living our code of values of Respect, Integrity, and Customer Focus while having fun in the process!