HVAC Service Dispatcher (Req #: 152) in Sarasota, Florida at Questec

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This position’s primary function is to utilize our software effectively and efficiently to maintain the work schedule for our team of service technicians and assure that customer commitments are met. The dispatching of our service technicians is an essential part of daily operations and is the primary priority in this role. Simultaneously, the dispatcher needs to receive new, incoming customer calls and adjust the schedule as needed. This is a full-time, hourly, non-exempt position reporting to the Service Manager for our Sarasota, FL Service Company.

Primary Responsibilities

1. First responder on incoming service phone calls for the intent of resolving customer HVAC issues
2. Obtain adequate information from the customer to assure that the appropriate service tech is dispatched to resolve the problem; consulting with the Service Manger as needed
3. Dispatch service technicians to satisfy short-term customer problems based on service tech skill levels, nature of problems, location of problem, and location and availability of service techs
4. Ensure emergency calls are responded to promptly; keep customers informed to assure that they know when a service technician will arrive, and in the event, we are not meeting a deliverable, advise the customer of same and set a new deliverable that can be met
5. Communicate with the Service Manager about all customer complaints within one hour and support an expedient resolution; communicate resolution or proposed resolution to the customer as soon as it is known
6. Ensure preventative maintenance is delivered within month scheduled; communicate with the Service Manager about any conflicts or scheduling issues
7. Accurately prepare, organize and enter data into our software system, to include accounts payable, service reports, etc.
8. Maintain customer trust and safeguard company operations by handling sensitive information with the highest level of confidentiality
9. Contribute to team efforts by assisting all members of Service Team on an as needed basis
10. Establish and maintain a basic understanding of mechanical systems to make appropriate decisions in scheduling all types of work (P.M., repairs, replacement, etc.)
11. Process all service tickets, invoices and reports in accordance with procedures established and in a timely manner
12. Complete tomorrow’s work schedule by the end of each day
13. Build rapport and productive working relationships with customers, vendors, and internal employees
14. Understand all company programs and procedures applicable to your area of responsibility and ensure proper implementation and administration of those programs and procedures
15. Promote additional services; i.e., preventive maintenance, controls calibration, etc., on every spot call
16. Participates in meetings, workshops, training and seminars as required
17. Available and willing to work overtime, as needed

1. Works well in a team environment – strong communication and collaborative skills
2. Excellent time management and organizational skills
3. Proficient with technology and basic computer software programs
4. Ability to learn advanced technology programs/software related to position
5. Ability to maintain high level of customer service
6. Highly detail oriented
7. Consistent accuracy in data entry
8. Ability to work independently
9. Strong interpersonal skills with the ability to manage conflict strategically
10. Eager to tackle special assignments and departmental projects
11. Highly motivated; teachable and flexible
12. Punctual & Reliable
13. Able to multitask

PHYSICAL DEMANDS

1. The physical demands of this position are moderately sedentary in nature.
2. Ability to withstand long periods of sitting or standing (stationary positions up to 50% of time)
3. Ability to feel, grasp, operate and position items with fingers and hands; may require extensive keyboarding work at times

QuesTec Mechanical is an Equal Employment Opportunity and Affirmative Action employer. As such, we do not discriminate based upon race, religion, color, national origin, gender (including gender identity), sexual orientation, age, veteran status, disability status, or any other legally protected characteristics. All employment decisions are based on qualifications, merit, and business need.