Customer Service Dispatcher

Welcome to Restano Heating, Cooling, & Plumbing.

Restano Heating, Cooling, & Plumbing(www.restano.com) – Make an impact! Are you looking for a career with a purpose and an environment that fosters fast learning and education? Then, you have found your team! For decades Restano Heating, Cooling & Plumbing has been redefining home service and repair by creating a team culture of reliable, honest, and motivated individuals to help our clients resolve their heating and cooling issues.

We are always looking to promote within our team once proper training and industry knowledge is gained. If you are looking for an opportunity to grow within a reputable company and have a positive attitude, a strong emphasis on client service, a good work ethic, and a want to learn – let's talk.

Job Title:

Service Dispatcher Level 1

Department:

Service

Reports to:

Office Coordinator

Work Hours:

7:30am to 4:00pm, Monday through Friday, some overtime

Position Summary:

Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain customer database with current information. Clear and concise communications with department managers, team members and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Schedule sales peoples estimates and maintain schedule.

Required Qualifications:

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Computer skills
• High school diploma or general education degree (GED)
• Two years related experience and/or training in customer service, dispatching or equivalent combination of education and experience
• Ability to lift 25lbs.

Desired Qualifications:

• 4+ years of customer service
• Willingness to learn trades industry, excited and motivated!
• Ability to learn companywide software program, training provided.

Essential Functions and Responsibilities:

• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Debrief Service Technicians after completion of each call.
• Respond to all messages left overnight.
• Maintain the dispatch board / schedule.
• Forecast workload for 2 – 3 days out
• Contact customers with a “Parts Pending” status as parts are received for scheduling.
• Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Follow up on all pending and recommended work with customer utilizing the pending work log.
• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)
• Prepare service contract proposals for new customers
• Maintain customer history files in database
• File service orders
• Facilitate return of warranty parts
• Update service database from service ticket
• Maintain service invoice log
• Schedule and maintain sales peoples schedule.
• Happy calls / customer surveys.
• Other duties as assigned

Success Factors / Job Competencies:

• Customer Service – ability to service both internal and external clients with a high degree of satisfaction
• Commitment to company values
• Organization – Ability to keep multiple schedules and projects organized and on schedule
• Communication – Excellent interpersonal communication skills

Employee Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k) with company match
• Paid Holidays
• Supplemental insurances available
• Paid Time off