Christian Home Services is seeking a highly organized and customer-focused HVAC Dispatcher to coordinate daily service operations for our residential HVAC, plumbing, and electrical divisions. The Dispatcher serves as the communication hub between customers, technicians, and management, ensuring efficient scheduling, optimal route planning, and exceptional customer service.
Key Responsibilities
- Schedule and dispatch HVAC, plumbing, and electrical service calls based on technician availability, skill set, location, and customer needs.
- Monitor and adjust technician schedules throughout the day to maximize efficiency and minimize downtime.
- Communicate with customers regarding appointment confirmations, technician arrival times, delays, and service updates.
- Coordinate emergency and priority service calls while maintaining overall schedule productivity.
- Maintain accurate service records, customer information, and work order details within the company's dispatching software.
- Collaborate with service managers to ensure proper technician utilization and workload balancing.
- Track technician status throughout the day and provide operational support when needed.
- Review completed service calls for accuracy and proper documentation.
- Assist in generating daily performance reports and key operational metrics.
- Deliver outstanding customer service that reflects the company's Christian values and commitment to excellence.
Qualifications
- Previous dispatching, scheduling, customer service, or service coordination experience preferred.
- Experience in HVAC, plumbing, electrical, home services, or a related field is highly desirable.
- Strong organizational and multitasking abilities in a fast-paced environment.
- Excellent verbal and written communication skills.
- Proficiency with scheduling software, CRM systems, and Microsoft Office applications.
- Ability to prioritize competing demands and make sound decisions under pressure.
- Strong attention to detail and problem-solving skills.
- High school diploma or equivalent required.
Preferred Skills
- Knowledge of residential HVAC, plumbing, and electrical service operations.
- Experience with ServiceTitan or similar field service management software.
- Route optimization and workforce scheduling experience.
- Customer conflict resolution and relationship management skills.
Key Performance Indicators (KPIs)
- Technician utilization rate
- Schedule efficiency and completion rate
- Same-day service fulfillment
- Customer satisfaction scores
- On-time arrival percentages
- Revenue per technician per day
- Average response time for dispatch requests
Core Values
The ideal candidate will demonstrate:
- Integrity and accountability
- Compassionate customer service
- Teamwork and collaboration
- Professionalism
- Commitment to excellence
- Respect for the Christian values and mission of the organization
Work Environment: Office-based position with frequent communication between customers, technicians, and management. May require occasional evening or weekend availability during peak service seasons.
Christian Home Services May conduct a pre-employment background check and drug test, subject to applicable law
