At Williams Comfort Air, we do more than just heating, cooling and plumbing. We focus on building trust with our teammates, our clients and our community. In addition, we continuously strive to make Williams Comfort Air an employer of choice and a great place to work!
The essential functions of the Dispatcher are to organize, prioritize and equally divide the incoming customer orders to available Field Technicians. May handle service calls from customers. Utilizes customer service training to educate and assist customers in choosing service and products. Follows company training/policy to ensure prompt and accurate dispatch of incoming orders. Interaction with customers must provide the highest level of customer satisfaction.
Responsibilities may include:
Understand the skill level of the technicians, the needs of the customer, and be able to match them for maximum results
Estimate drive time accurately
Keep customers informed of any changes that affect them
Understand how to create a schedule and capably use available dispatch software
Know the weekly on-call schedule for technicians
Develop contingency plans for busy times; optimize the schedule
Communicate, as necessary, with inventory personnel and parts people
Prepare for the next workday (supplies, technicians in place, etc.)
Monitor technician performance; record results
Contacting customers to inform them of the technicians estimated time of arrival
Complete closeouts as they arrive and complete all by the end of the business day per established deadlines
This includes complete interpretation of the invoice
Accurately enter the revenue
Accurately enter the task Codes
Accurately enter equipment information
Ability to work flexible schedule - including evenings and weekends
Customer service orientated
Possess a strong sense of urgency
Demonstrate problem solving and decision making skills
Ability to project a professional and positive attitude with both internal and external customers
Ability to read, comprehend and carry out simple instructions, short correspondence and memos
Excellent communication skills; able to speak clearly and concisely
Education and Experience Requirements:
High school diploma or equivalent required.. A minimum of two years experience including hands on training and or work in telephone sales and or dispatch is required.
Language Skills - Must be able to read and write English well enough to read/review and prepare invoices, time sheets, and proposals.
Mathematical Skills - Must be able to successfully complete mathematical aptitude evaluation.
Reasoning Skills – Must be capable of applying sound business judgment to all decisions.
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