Service Dispatcher

Iron Mechanical is currently looking for an experienced Service Dispatcher to take incoming calls and help facilitate the dispatch of our service professionals to our customers in need. In this role, it's your responsibility to carefully listen to each caller, obtain important customer information over the phone, take note of technicians’ schedules, and swiftly respond to each request. This includes keeping organized notes and records of these calls/or inquiries in our database.

Duties and Responsibilities

• Answer a high volume of inquiries via phone, email, and text, listening intently to the customer’s information (booking criteria) to address their service request(s)
• Prioritize service requests according to both customer and operational needs
• Dispatch/schedule the appropriate service technicians to customer sites and maintain their schedules; this includes staying in contact with technicians throughout the day to maintain a pulse on progress, etc.
• Manage on-call schedule and notify technicians of their assigned weeks on a monthly basis
• Facilitate communication among technicians, customers, and the company
• Organize our file systems
• Keep detailed notes in our customer database, ensuring that all information has been accurately noted/updated
• Invoice customers and coordinate with Accounting to confirm proper billing information
• Provide purchase orders for technicians in the field as parts are required
• Review timecards to ensure the correct labor code(s) are applied for payroll submission

Requirements and Qualifications

• High school diploma or GED certificate
• Previous dispatch experience, specifically in HVAC, Plumbing, or Electrical
• Strong organizational, multitasking, and communication skills
• Excellent listening, customer service, and phone skills
• Basic computer skills
• Knowledge of Microsoft Office Suite
• Knowledge of our geographical service area/and familiarity with maps is a plus