iLocatum

Hartford, CT

HVAC Dispatcher

Job Description: Heating and Cooling Operations Coordinator

Location: Hartford, CT

Responsibilities:

  • Ensuring smooth operations of HVAC service by maintaining daily and on-call schedules of Service Technicians
  • Dispatching technicians for service calls and scheduling return trips with customers for required parts
  • Maintaining an updated customer database with accurate information
  • Conveying clear and concise communication with department managers, employees, and customers
  • Keeping customers informed about company schedule and requested lead-times
  • Handling incoming customer calls and creating dispatch tickets for service calls
  • Coordinating and scheduling all service calls as they are received
  • Dispatching Service Technicians efficiently from their homes to first calls
  • Conducting debrief sessions with Service Technicians after completing each call
  • Responding to messages and emails left overnight
  • Maintaining and updating dispatch board/schedule
  • Forecasting workload for the next 2-3 days
  • Contacting customers with parts pending status for scheduling as parts are received
  • Following up on all pending and recommended work using the pending work log
  • Maintaining maintenance agreements, including scheduling, staging materials, and customer files
  • Assisting Service Manager with marketing issues as directed
  • Ordering parts for special orders
  • Forwarding list of parts used by technicians to the warehouse for truck restock
  • Updating customer files with information received from installations
  • Typing service contract proposals for new customers
  • Maintaining on-call schedule and filing service orders
  • Preparing paperwork for all manufacturer warranty parts and facilitating their return
  • Updating service database from service tickets
  • Maintaining service invoice log
  • Comparing service timecards and work orders to the service schedule for accuracy
  • Comparing timecards to GPS reports
  • Pulling checks and charge slips and comparing them to invoices
  • Calculating and entering reporting information into a database
  • Performing other assigned duties as needed

Qualifications:

  • Advanced customer service skills
  • Ability to multitask and stay organized
  • Geographical knowledge of service area or map reading skills
  • Knowledge of the HVAC industry is required
  • Computer skills
  • High school diploma or general education degree (GED)
  • Two years of HVAC related experience and/or training or equivalent combination of education and experience in customer service, dispatching, or project management
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