Dispatcher

Education / Licensing Requirements:

• High school diploma or GED
• Vocational/Technical school preferred.

Experience Requirements:

• Minimum of 3 years successful experience in HVAC or Plumbing industry.

Position Overview:
This position's primary function is to ensure high customer satisfaction by instilling APS company Mission, Vision, and Core Values. Must daily schedule available Service Technicians to provide service to customer. May be required to be accessible at extended hours. Works under minimal supervision. May be required to be accessible at extended hours. Works under minimal supervision. This position reports to the Service Manager.

Essential Skills/Experience/Knowledge Priority
Fluently speak, read, and write English. 1
Strong basic math skills. 1
Computer skills (Word, Excel, PowerPoint, and Outlook) 1
Good teamwork skills. 1
Proven ability to prioritize and multi-task. 1
Proven manual dexterity. 1
Able to work well independently. 1
Intermediate word processing skills. 1
Strong customer service skills. 1
Intermediate spreadsheet skills. 1
Ability to direct and manage the work of others. 1
Good ability to catch personal errors and those of others. 1

Responsibilities (Essential job responsibilities are in italics):

• Reports for duty on time, ready to work, at assigned work location, on a daily basis.
• Accurately and timely assigns Service Technician teams to jobs/projects each day based per contract, T&M, or bid work.
• Support Technicians in the field with needed information timely and accurately.
• Support sales team with needed information timely and accurately.
• Review Technician service work orders and move to the appropriate work queue.
• Respond timely to customer service issues.
• Accurately and consistently verify check in and check out time for each Technician and record in daily log.
• Participate in performance reviews of Field Technicians when asked.
• Communicate daily with techs and service managers to make sure everyone has work scheduled and customers are served.
• Communicate at a high level with customers on ETA, follow-ups, and getting accurate info.
• Monitor emails.
• Follow daily procedures for dispatch.
• Communicate, communicate, communicate.
• Assist with input and implementation of new procedures to help make customer service better.
• Assist PM team as needed to assure PM’s are getting done timely and correctly.
• Performs other duties as assigned.

Key Characteristics of the Ideal Service Coordinator

• Servant Leader – desires to serve and help others first through identifying and meeting the needs of colleagues, customers, and communities vs. meeting one’s own needs.
• Humility - having or showing a modest or low estimate of one's own importance.
• Improver – highly motivated to solve problems and improve processes/systems due to a mentality of always looking for a better way to do something.
• People Smart - exhibits common sense, good judgment and intuition about people and knows what is happening in a group situation and how to deal with others in the most effective way
• Collaborator -Ability to work effectively with others to solve problems and work toward shared goals.
• Strategic - Encompasses capabilities that envision the future, develop detailed plans, set, prioritize, and achieve goals.
• Excellent Communicator – Has strong verbal and written communications skills to convey information in a clear and concise manner that is easy for others to quickly understand.
• Self-Starter – Creates ideas and follows through without prodding, balanced with judgment and knowing when and how to ask for assistance and counsel.

Working Conditions:

Work environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accomodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will be required to work in an indoor office location.

• Requires sitting at a desk for extended periods of time.
• Normal or corrected sight and hearing ability required.
• Normal finger dexterity to effectively use a keyboard.
• Ability to lift and carry up to 50 lbs occasionally.
• Ability to ambulate to various areas of the office and shop.
• Ability to use office equipment effectively.
• Ability to travel to various job sites as needed.
• Ability to climb stairs, ladders, and other access ways to customer’s buildings.

Organizational Relationships: Reports to Service Manager