Dispatch Manager
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Job Location:
Pflugerville, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
We want YOU to join our industry-leading HVAC Team in the heart of Texas as Dispatch Manager. The ideal candidate will be people-first with an expert-level HVAC background. The Dispatch Manager oversees the scheduling coordination and communication of field technicians for commercial HVAC service maintenance installation projects and BAS. This role ensures timely job completion and exceptional customer service while supporting company goals and operational excellence
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include but are not limited to the following:
Lead and coach HVAC coordinators managing daily operations of the dispatch team
Ensure coverage of customer calls scheduling dispatching and provide backup to coordinators as needed
Drive billing and WIP progress within coordinator team
Maintain all outstanding work order statuses until completion
Ensuring all status are accurate & up to date escalating to service managers as needed
Support sales team service managers & directors to analyze and research all service project and BAS questions or concerns
Assist with difficult scheduling scenarios and challenging customer communication
Serve as the information highway between field technicians customers and internal departments.
Support service mangers with timely billing and time keeping practices
Interview and coordinate new dispatcher team member training and orientation
Ensure completion of all documentation including but not limited to new hires promotions performance reviews disciplinary action development plans and terminations
Ensure the highest level of productivity and quality is always maintained by team
Train mentor and supervise coordinators team members to ensure consistent professional communication and customer service standards
Monitor and evaluate team performance and personal conduct
Address issues that arise within the team promptly and work directly with team to resolve
Ensure adherence to company policies and procedures as well as industry requirements Promote a diversified company culture that encourages top performance and high morale Maintain communication and close working relationships with coordinators managers directors and sales team
Regularly report team progress concerns and seek out guidance/ coaching from VP of Operations
MINIMUM QUALIFICATIONS (KNOWLEDGE SKILLS AND ABILITIES
High school diploma; college diploma preferred
5 - 10 years customer service experience in HVAC industry or equivalent training and experience
Strong knowledge of HVAC terminology service processes and industry standards.
Proven leadership coaching and training skills
Ability to collect track and analyze large amounts of data Advanced problem-solving skills
Driven and passionate about our company vision developing our team and serving our customers
Highly organized and diligent
Exceptional interpersonal skills
Exceptional active listening skills and verbal and written communication skills
Adaptability in a fast-paced rapidly growing work environment
Flexibility to varying situations and surprise circumstances
Ability to build rapport and collaborate with others within the company and externally
Proficiency in Microsoft Office Suite including Dynamics 365
Understanding of smartphones mobile applications VOIP phones computers printers copiers and modern office technology
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Must be able to sit or stand for prolonged periods of time
Must be able to work on a computer for prolonged periods of time
Required Experience:
Manager
