Dispatcher - Russo Bros

The HVAC Dispatcher will work directly with the service technicians to prioritize the calls and maximize revenue at every opportunity for the HVAC Department. The dispatcher has a vital role in the success of the department and meeting departmental revenue budgets. Must have GREAT customer Service & Admin experience as you support our Techs in the field, and communicate with our Customers.

This is a Full Time Hourly In-Office position in our Russo Branch office in East Hanover NJ. The schedule is generally a Monday - Friday Day Shift with some flexibility for occasional weekends or later shifts.

Essential Job Functions:

• Learn ServiceTitan and how to dispatch within the CRM.
• Maintains the daily schedule of calls and prioritizes the most urgent and profitable calls to meet departmental budgets
• Updates Service Manager throughout the day of revenue to goal.
• Updates Call Center Lead with calls needed to fill schedule
• Manage the whereabouts and needs of technicians in the field
• Confirm upcoming appointments for the department
• Learns the strengths and weaknesses of service technicians to methodically select right tech for right call
• Builds rapport with technicians to foster good communication between tech and dispatcher
• Communicates with customers to keep them informed of their appointment
• Reviews service call and any prior customer or location history to drive revenue
• Promotes same day work and rearranges schedule to accommodate completion of job
• Schedules return visits or sold work accordingly in a timely manner
• Reschedules low-priority calls to capture the urgent and high-priority calls
• Review completed work for accuracy and ensure technicians have captured all needed information
• Provide reports on technician KPI and revenue as needed
• Participate in ongoing training to develop as a professional

Other Job Functions:

• Administrative duties to assist the sales and service department as needed

Working Conditions/Physical Demands:

• Work is generally performed in an office environment.
• Ability to sit for prolonged periods of time at a computer

Qualifications/Abilities:

• Ability to multi-task with a high level of accuracy and attention to detail
• Mastery of prioritization of tasks and responsibilities without oversight
• Strong communication skills, written and verbal
• Proficient with Microsoft Suite including Word, PowerPoint, Excel and Outlook
• Goal-driven and results-oriented
• Resourceful, quick thinking, and adaptive
• Experience with ServiceTitan preferred but not required

EXPERIENCE/EDUCATION:

• High School Diploma or GED
• Sales experience is strongly desirable.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

Rev. 09/26 MC