Job Description
About the position
- Responsibilities
- Receive and respond to all client inquiries and complaints.
- Reports any and all out-of-line conditions affecting customer satisfaction.
- Receives incoming requests for services and assigns for completion on a priority basis.
- Dispatch and manage the workload of assigned field technicians.
- Order material for jobs.
- Complete weekly time reports; verify assigned technician hours and expenses.
- Daily follow up on after hours calls.
- Monitor customer complaints to ensure that problems are resolved in a timely manner with the best solution possible.
- Manage monthly maintenance workload to ensure completion, provide updates as needed.
- Schedule all client site visits for non-service calls and maintenance visits.
- Manage approved repair work to ensure optimum client needs and maximize profitability.
- Invoice completed calls & jobs.
- Provide complete status reporting weekly for open calls.
- Answer open call report and close in timely fashion.
- Keep open work notes updated as needed and dispatch board up to date.
- Cover additional technicians in the event someone is absent.
- Requirements
- Experience in HVAC service-dispatching position is preferred, but will consider a candidate with 5 years of office experience.
- Proven written and verbal skills necessary to complete assigned tasks.
- Considerable tact and human relations skills in interacting with all levels of management and staff.
- Nice-to-haves
- Good verbal and written communication skills.
- Planning, organizing and time management.
- Prioritizing, flexibility, adaptability.
- Problem assessment and problem solving.
- Information gathering and information monitoring.
- Demonstrated accuracy and attention to detail.
- Customer service orientation teamwork.
- Must have solid decision-making skills within the scope of the position.
- Must have the ability to meet deadlines.
- Must have proven customer service skills.
- Above average proficiency in MS Office, Word, Outlook, Excel and PowerPoint.
- Benefits
- Full time position, non exempt
- Overtime is paid
- Work in the office, work at home only when weather/illness dictates
- Paid bi-weekly/overtime paid as needed
- 1 to 3 weeks of vacation per year as tenure increases
- Additional PTO - 4 hours each month after 90 days' employment
- ½ Health insurance paid (employee or family)
- Health insurance plan (eligibility after 90 day probationary period) includes long term disability coverage (60% of salary after 90 days) and $20,000 term life insurance paid 100% by company
- 401K after 1 year with matching up to 4% of salary
- 401K plan includes an optional profit-sharing contribution that has historically been funded 100% since we have had the plan
- 8 paid holidays per year
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