Service Dispatcher in New Paltz, New York at Rycor HVAC
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Job Description
Overview
The Service Dispatcher coordinates daily service operations and provides exceptional support to both customers and field technicians. This position serves as the communication hub between customers, technicians, and management by scheduling service calls, monitoring technician productivity, resolving customer concerns, maintaining accurate service records, and supporting billing and inventory processes. The role requires a Service Dispatcher that can thrive in a fast-paced environment, has excellent communication skills, and can effectively prioritize multiple tasks while delivering outstanding customer service.
Key Responsibilities
Dispatch & Scheduling
- Schedule, dispatch, and monitor HVAC service technicians throughout the day.
- Prioritize emergency and routine service calls based on customer needs and technician availability.
- Optimize technician routes to maximize efficiency and response times.
- Monitor technician progress and adjust schedules as necessary.
- Maintain continuous communication with field technicians regarding job status, schedule changes, and customer updates.
- Coordinate after-hours and emergency service dispatch as required.
Customer Service
- Answer incoming service calls in a courteous and professional manner.
- Schedule maintenance, repair, and installation appointments.
- Communicate technician arrival times and scheduling updates with customers.
- Resolve customer concerns or escalate issues to management when appropriate.
- Document customer communications and service history accurately.
Administrative Support
- Create and maintain work orders within the service management system.
- Process completed work orders for billing.
- Maintain accurate service records and technician documentation.
- Assist with service reporting, scheduling metrics, and departmental administrative tasks.
- Support dispatch operations during peak workload periods.
- Maintain organized digital and paper records.
Billing & Inventory Support
- Review completed work orders for accuracy before billing.
- Assist with posting service invoices and customer credits.
- Help resolve billing discrepancies with technicians and management.
- Track service inventory and coordinate with purchasing to maintain stock availability.
- Verify parts availability prior to scheduled service appointments.
Team Collaboration
- Work closely with Service Coordinator and technicians to improve workflow efficiency.
- Support Customer Service Representatives and Sales Coordinators when call volumes require assistance.
- Promote a positive team environment focused on customer satisfaction.
- Participate in continuous process improvement initiatives.
Education, Qualifications, and Experience
Required
- High school diploma or GED.
- Valid driver’s license.
- 1+ years of dispatching, customer service, or administrative experience (HVAC, plumbing, electrical, construction, or similar trade preferred).
- Ability to read, interpret, and navigate using maps and GPS technology.
- Strong computer proficiency, including Microsoft Office and service management software.
- Excellent verbal and written communication skills.
- Professional telephone etiquette.
- Strong organizational and multitasking abilities, with strong attention to detail.
- Ability to remain calm under pressure and make sound decisions.
Physical requirements
- Must be able to sit and/or stand for duration of work shift.
- Occasional lifting of office materials up to 20 pounds.
Preferred
- HVAC or home service industry experience.
- Experience using dispatch or field service management software (ServiceTitan, Housecall Pro, FieldEdge, or similar).
- Knowledge of HVAC terminology and service operations.
- Billing or accounting experience.
Core Competencies
- Exceptional customer service skills.
- Excellent time management and prioritization.
- Strong problem-solving abilities.
- Ability to manage multiple technicians and schedules simultaneously.
- Accurate data entry and documentation.
- Ability to work independently and within a team.
- Strong attention to detail and follow-through.
- Ability to adapt quickly in a fast-paced environment.
Equal Employment Opportunity
Rycor HVAC is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.