Senior Service Dispatcher

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About Us: Welcome to Polk Mechanical and thank you for your interest in our company. Whether you are a potential customer or prospective employee, I invite you to explore our website and learn more about our culture and what makes us unique.

At Polk, we believe that equally as important as what we do is why we do it.

We believe that the work we do is important work. Whether it is installing the systems and equipment that enable doctors and medical staff to provide critical care to patients in surgical suites and emergency rooms or restoring operation to an industrial facility after an unplanned outage - our work is important work!

I am humbled by the passion for craftsmanship and service exhibited by our employees who work tirelessly and selflessly behind the scenes advancing the success of our company, our customers and by extension our communities.

Those familiar with Polk know that it is our desire to build a company that is different from a typical organization. For our employees, vendors, clients, and stakeholders we work hard at creating an atmosphere that feels a little less corporate and a lot more like a community.

Welcome to Polk Mechanical, we are a special company and What We Do Is Important!

We are seeking a reliable and organized Senior Dispatcher to join our team. In this position, you will play a crucial role in ensuring the efficient scheduling and coordination of our HVAC and Plumbing technicians to meet customer needs. Exceptional communication skills and the ability to prioritize tasks will be essential in maintaining our high standards of service to our customers.

• Scheduling: Efficiently assign HVAC and Plumbing technicians to service calls, installations, and maintenance tasks, considering technician availability, location, and skillset. Set dispatch board daily for all technicians. Manage weekly list for on-call technicians to support after-hours calls.

• Customer Liaison: Act as the main point of contact for customers, providing excellent customer service by answering inquiries, scheduling appointments, and keeping customers informed about technician expected arrival times.

• Emergency Response: Coordinate emergency service requests and dispatch technicians promptly to address urgent issues.

• Communication: Maintain clear and effective communication channels with HVAC and Plumbing technicians, providing them with all necessary job details, ensuring they have the required tools and equipment, and addressing any issues that may arise during service calls. Coordinating with group managers to resolve scheduling conflicts and issues which require managers to resolve.

• Data Management: Record and maintain accurate records of service calls, completing technician calls, and other relevant data in our dispatching software or systems. Send mitigation emails to customers for service calls which cannot be completed due to supply chain delays on equipment, parts, etc. Resolve exceptions on unassigned and incomplete work orders weekly. Update contact list for Service team.

• Prioritization: Prioritize service requests based on urgency, customer needs, and technician availability.

• Purchasing: Create purchase orders for technician truck stock and small tools. Keep track of HVAC equipment and parts orders and updates. Create technician expense reports and submit them for approval to managers. Track technician expenses for boots, pants, and safety glasses for annual allowances. Submit technician per diem and hotel requests for out-of-town work.

• Quality Control: Ensure that service calls are completed to company standards and customer satisfaction. Conduct customer care calls to ensure work is completed to customer satisfaction and experience with technicians was a positive experience for the customer.

Qualifications:

• High school diploma or equivalent; additional education or certifications or experience related to HVAC or Plumbing is a plus.
• Preferred 5-10 Years of Dispatching Experience
• Proven experience in dispatching or a related field, particularly in HVAC or a similar industry.
• Strong organizational skills with the ability to multitask and work under pressure.
• Excellent communication skills, both verbal and written.
• Proficiency in using dispatching software or systems and in using Microsoft Excel, Outlook and MS Teams is preferred.
• Knowledge of HVAC systems, terminology, and equipment is advantageous.
• Exceptional customer service skills and a positive attitude.
• Ability to work in a fast-paced environment and adapt to changing priorities.