Dispatcher

The Dispatcher is responsible for coordinating appointments for technicians at customer sites to maximize productivity and be the liaison between the company, technicians, and customer. Delivers exceptional customer service reflective of CABS Heating & Air Conditioning values.

Primary Responsibilities:

• Dispatch technicians to service calls and maintain technician schedules.
• Prioritize calls according to customer and/or operational needs.
• Coordinate and maintain on call schedules for technicians and after hours procedures.
• Schedule calls, enter service calls, and debrief with technicians.
• Maintain complete, accurate and updated information in the customer database.
• Maintain communication with technicians via phone or online.
• Order parts as needed for service appointments.
• Process all warranties from start to finish.
• Contact customers if there is a delay in their scheduled time.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Address all concerns, questions and problems from customers and technicians. Utilize clear communication to manage conflict resolution.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Minimum of 2 years prior industry experience in dispatch and coordination preferred but not required.
• Basic computer skills including Word, Excel, and any other software used by the company.
• Attention to detail and follow-through.
• Ability to perform multiple tasks in a fast-paced environment.
• Exceptional interpersonal and communication skills both written and verbal.
• Function in a team environment.
• Geographical knowledge of service area and/or map reading skills.

Educational/Certification Requirements:

• GED or High School Diploma.

Environmental Conditions:

• Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
• Spends a majority of the work day on the telephone interacting with technicians and customers.

Physical Requirements:

• Occasionally lift 5-10 pounds.
• Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware and software, and communications equipment.
• Ability to work extended hours, nights or weekends.