HVAC Lead Service Dispatcher
Are you looking for a rewarding, fast-paced, new opportunity?
McClintock Heating, Cooling, & Electrical Inc. is a family owned and operated business located in Indian Trail, NC looking for a full-time HVAC Lead Service Dispatcher! If you are self-directed, dependable, and a detail-oriented team player with great multi-tasking skills, the HVAC Lead Service Dispatcher opening is for you! At McClintock Heating, Cooling, & Electrical, we have the opportunity, the desire, and a clear plan to continue to grow.
Job Overview:
The HVAC Lead Service Dispatcher will manage the service department’s operations and Service Technician’s daily schedules. The HVAC Lead Service Dispatcher will maintain the on-call schedule for Service Technicians, dispatch technicians as service calls are completed, and act as the lead scheduler for customer jobs and requests. The HVAC Lead Service Dispatcher acts in a leadership role for all Customer Service Representatives assigned to the Service Department and other Service Dispatchers. The HVAC Lead Service Dispatcher is critical in ensuring that daily service processes run smoothly and efficiently by providing clear and concise communication with department managers, service office staff, and customers about the technician’s availability and schedule.
Competitive pay based on experience.
Job Type: Full-time, Exempt
Expected hours: 40 hours per week M-F, occasional Saturday rotation and overtime as needed
Ability to Relocate:
Indian Trail, NC 28079: Relocate before starting work (Required), Work Location: In Person
Key Responsibilities:
- Act as the initial point of contact for Service Office Staff questions and concerns
- Have Expert Level Booking skills, especially on Service Titan
- Act as lead on all scheduling inquiries relating to Service and Maintenance Technicians’ availability
- Establish and communicate to Service Office Staff any updates to improve scheduling and booking jobs
- Monitor Service CSR and Dispatcher performance, identify areas for improvement, and provide coaching where needed
- Assist with hiring, termination, and coaching where needed within the service department
- Assist in setting individual goals for Service Office Staff and dispatchers and ensure they are on trend to succeed
- Oversee day-to-day operations and provide direction to Service Office Staff and Dispatchers
- Attend management meetings as requested and provide department performance updates based on goals established for service department staff.
- Assist in training and supervision of Service Office Staff to ensure accuracy and compliance.
- Maintain a professional, efficient work environment among all Service Office Staff and Dispatchers and provide coaching/documentation as needed
- Collaborate with Service Manager to develop and implement procedures to improve communication and productivity within service department.
- Create and monitor projects and/or jobs and order parts as necessary
- Contact customers in a prompt manner as materials or parts are received for scheduling
- Act as a liaison between service/maintenance technicians and customers to ensure customers receive the best experience
- Work as a backup to CSRs and Service Manager when requested
- General office support in a timely and accurate manner
- Other duties as assigned based on business trends/needs
Qualifications:
· 2 years HVAC office experience required
· 1 year Dispatch experience required
· Service Titan experience preferred
· Ability to lead a team and provide necessary performance coaching when needed
· Excellent customer service skills
· Comfortable with and ability to use all forms of technology, including but not limited to smartphones, tablets, computers, and new software.
· Able to use a standard desktop computer and be able to remain sitting or standing at a desk, over 95% of the time for 8-hour shifts.
· High School Diploma or equivalent.
· Driver’s License and reliable transportation
· Clean background; must be able to pass a background screening.
· Fluency in reading, writing and speaking English.
· Ability to lift at least 25 pounds unassisted.
Why work for us?
Here at McClintock Heating and Cooling, we pride ourselves on being a family first company that has your best interest in mind.
We do the right thing for our:
Our Customers: we have achieved and maintained high customer ratings on online platforms including Google, Facebook, and Next Door.
Our People: we invest in our people via various training/learning and new opportunities. Our goal is for everyone to grow “1 level” every year.
Our Community: We give back. The team determines how we donate 5% of net profit annually either internally to our people or externally to charities that have meaning to our team.
What we offer:
- 401(k)
- 401(k) matching
- Competitive pay based on experience
- Dental insurance
- Vision Insurance
- Health insurance
- Life insurance
- Paid time off
- A dynamic work environment with opportunities for professional growth and development.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
- Weekends as needed
Experience:
Ability to Relocate:
- Indian Trail, NC 28079: Relocate before starting work (Required)
Work Location: In person
