HVAC & Mechanical Dispatcher

Abstrakt Marketing Group LLC•Mokena, IL

10d•Onsite

About The Position

This is a full-time, direct placement role with Sendra Service Corp. The Commercial Mechanical Dispatcher is responsible for efficiently scheduling and dispatching technicians to service calls, read and understand service tickets, ensuring optimal customer service and technician productivity. This role requires a strong understanding of mechanical systems, excellent communication and organizational skills, and the ability to handle a high volume of calls in a fast-paced environment.

Requirements

Experience: 3-5+ years of experience in plumbing/HVAC and/or mechanical dispatch, or a related field.
Knowledge: Strong understanding of mechanical systems, terminology, and repair processes.
Skills: Excellent communication, organizational, and problem-solving skills. Ability to multitask and prioritize in a fast-paced environment. Proficiency in dispatch software (Service Trade is a plus), and Microsoft Office Suite.
Education: High school diploma or equivalent. Additional training or certification in dispatch or customer service is a plus

Nice To Haves

Proficiency in dispatch software (Service Trade is a plus)
Additional training or certification in dispatch or customer service

Responsibilities

Answer incoming calls: Promptly and professionally answer incoming calls from customers, assessing the nature of the mechanical issue and gathering all necessary information.
Schedule service calls: Efficiently schedule service calls, assigning technicians based on their skills, availability, and proximity to the customer's location.
Dispatch technicians: Clearly communicate service call details to technicians, including customer information, location, and the nature of the problem.
Monitor technician progress: Track technician progress throughout the day, ensuring they are on schedule and addressing any issues that may arise.
Update customer information: Maintain accurate and up-to-date customer information in the dispatch system.
Coordinate with other departments: Collaborate with other departments, such as customer service and parts, to ensure seamless service delivery.
Handle emergency calls: Prioritize and dispatch technicians to emergency calls, ensuring prompt response times.
Maintain dispatch records: Accurately document all dispatch activities, including call details, technician assignments, and completion times.
Resolve customer complaints: Address customer complaints in a professional and timely manner, escalating issues to management when necessary.
Provide excellent customer service: Maintain a positive and helpful attitude with customers, ensuring their satisfaction with the service.