Dispatcher

Perfect Star Heating and Air Conditioning has over 30 years of experience providing top-notch Residential HVAC services to the East Bay Area. As a locally owned family business and authorized dealer for Lennox, Goodman, and American Standard, we prioritize friendly, honest, and knowledgeable service.

Our Core Values

We are KIND
We have INTEGRITY
We are FAMILY

We’re looking for highly motivated individuals who thrive in a team environment while also excelling independently. If you’re eager to learn, enjoy engaging with people, and are ready for new challenges every day, we want to hear from YOU! We encourage you to apply!

*Current Resume with work history must accompany your application for this role.

Pay Range: $22-28/hour
Status: Non-Exempt
Job Type: Full-Time

Benefits:

Top Tier Pay
401K
401K Matching
Health Insurance
Dental/Vision Insurance
Paid Time Off
Paid Holidays

Position Summary

As the Dispatcher you will be one of the primary contacts for our customers and technicians providing exceptional service and support. Your primary responsibilities will be to manage incoming calls, schedule service appointments, and dispatch technicians efficiently. You will work closely with both customers and technicians to ensure timely and effective resolution, and conduct follow-up to all clients to ensure their satisfaction. Your contribution will help us deliver top-notch service and maintain our reputation for reliability and professionalism.

Essential Duties and Responsibilities

Answer Incoming Calls/ Inquiries: Respond promptly to customer inquiries and service requests, providing exceptional customer service.
Schedule Appointments: Coordinate and schedule service appointments for technicians based on availability and urgency.
Dispatch Technicians: Assign technicians to jobs efficiently, ensuring timely responses to service calls.
Manage Service Orders: Create and track service orders, updating them as needed to reflect job status and customer communications.
Provide Customer Support: Address customer concerns, resolve issues, and timely follow up to ensure satisfaction.
Maintain Communication: Keep open lines of communication with technicians in the field, relaying important information and updates.
Document Information: Record all relevant details from customer interactions and service calls in the system promptly and accurately.
Prioritize Service Calls: Assess and prioritize service requests based on urgency and customer needs.
Coordinate with Team: Collaborate with sales, service, and technical teams to ensure seamless operations and customer service.
Monitor Service Performance: Track technician performance and service metrics to ensure quality standards are met.
Stay Informed: Keep up-to-date with products, services, and policies to provide accurate information to customers.
Handle Emergency Situations: Respond to emergency service requests, ensuring a swift and effective dispatch of resources.
Key Performance Indicators (KPIs): Meet or exceed KPIs for Call Booking Rate, Response time, Appointment Scheduling Efficiency, Technician Dispatch Accuracy, Customer Satisfaction Score, and Follow-Up Rate.

Minimum Qualifications (Knowledge, Skills, and Abilities)

High School Diploma or Equivalent: A basic educational background is required.
Experience in Customer Service: Prior experience in a customer-facing role is essential.
Knowledge of Systems: Familiarity with terminology and systems is preferred, but training will be provided.
Strong Communication Skills: Excellent verbal and written communication abilities are necessary.
Proficient in Technology: Comfort with using dispatch software, CRM systems, and standard office applications. Proficiency in typing with a minimum speed of at 50 words per minute, while maintaining accuracy.
Organizational Skills: Ability to multitask and prioritize effectively in a fast-paced environment.
Problem-Solving Abilities: Strong critical thinking skills to address customer inquiries and issues.
Team Player: Ability to work collaboratively with technicians and other staff members.
Flexibility: Willingness to work various shifts, including evenings and weekends during peak seasons.
Attention to Detail: Accuracy in managing schedules and documenting information is crucial.

Physical Demands

Prolonged Sitting: The role typically requires extended periods of sitting at a desk while using a computer and phone.
Manual Dexterity: Frequent use of hands for typing, navigating software, and managing phone systems.
Visual Acuity: Ability to read computer screens and detailed documentation accurately.
Communication Skills: Clear verbal communication is essential for interacting with customers and technicians.
Occasional Lifting: May involve light lifting of office supplies or equipment (typically up to 25 pounds).
Multi-Tasking: The ability to manage multiple calls and tasks simultaneously while maintaining focus.

Working Environment

Typically performed in an office setting, which may involve exposure to noise from phones and office equipment.

Note

This job description does not limit the duties that employees in this position may be required to perform. Employees may be asked to follow additional job-related instructions and complete tasks assigned by authorized personnel. All duties and responsibilities are considered essential functions and may be modified to reasonably accommodate individuals with disabilities. To succeed in this role, candidates must have the skills, aptitudes, and abilities necessary to perform each task effectively. Some requirements may disqualify individuals who pose a direct threat or significant risk to their own health and safety or that of others. The qualifications outlined in this posting represent the minimum expectations for knowledge, skills, and abilities. This posting does not create an employment contract, implied or otherwise, and employment remains “at-will.”

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