Dispatcher - Night Shift (2pm-10pm)

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?  

As a Dispatcher, you are a key member of the team and represent Aire Serv on support calls. You are responsible for scheduling and coordinating all service calls as they are received, as well as taking incoming customer calls, while maintaining close contact and excellent communication with service technicians, customers, and office staff, ensuring a smooth dispatch process. You exemplify our values by showing respect and courtesy to all customers and employees.

You are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and are able to effectively manage a variety of situations on a day-to-day basis.

Specific Responsibilities:

Phones:

• Deliver an amazing experience for our customers using excellent communication skills. Answer all calls within 2-3 rings.
• Book calls based on the right technician for the right call, paying close attention to urgency and catering to the customer’s needs.
• Handle customer complaints with patience and empathy, and escalate if needed.
• Qualify each appointment / lead by asking the right questions. Understand and follow proper scripting.
• Update and maintain the dispatch board and the schedule being sure to forecast workload in the days, weeks, and months ahead.
• Dispatch service technicians from home/office to first call and maintain communication throughout the day, being sure to debrief technicians after the completion of all calls.
• Maintain a daily updated schedule of service technicians and their on-call schedules.
• Schedule repairs in a timely fashion immediately when parts come in.
• Contact customers regarding the status of parts needed, keeping them informed throughout the process. Follow up with the parts manager on all pending orders.
• Contact each customer to ask them about their experience and walk them through completing a review and mention our referral program.
• Call and follow up with all chat, email, or corporate leads.
• Work closely with warehouse and service managers to order parts (price comparing in most cases)
• Serve as backup to Customer Service as needed.

Service Titan:

• Book all jobs through Service Titan
• Assure all service and maintenance information is updated from the technician, including model, serial number, parts ordered, and service history. Attach documents when needed
• Keep a close eye on the daily schedule and dispatch calls when needed
• Move things around that make sense on the schedule geographically if the time frame provided allows
• Look ahead at upcoming maintenance visits and proactively call to schedule to keep the schedule full
• Follow up on any estimates left and try to book/close the job

Office:

• 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 on hold and unassigned queue is emptied daily if possible
• Follow up on sales leads not sold within 2 business days

Qualifications: 

• High School Diploma or equivalent required
• Dispatch experience preferred
• Able to be flexible and adapt to constantly changing levels of work 
• Experience working in the HVAC industry is highly preferred
• Excellent verbal and written communication skills, able to work cohesively with customers and fellow employees
• 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 
• 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
• 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.

Work hours: 2pm-10pm (Monday-Friday, with some weekends as needed)

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!