Position: Dispatcher
Nationwide Refrigeration (NRI) is accepting applications for the role of: Dispatcher
The Dispatcher plays a critical role in ensuring timely response to customer requests, optimizing technician schedules, and maintaining customer satisfaction. We are looking for positive attitudes and technical know-how. You’re hungry to grow as a professional and individual. You bring a can-do attitude and focus on solutions rather than problems. You come to work ready to be a professional, willing to learn, and prepared to treat EVERYONE you speak to with courtesy and respect.
Responsibilities:
Dispatching Service Technicians:
- Receive service requests from customers via phone, email, or online systems.
- Coordinate with service technicians to schedule appointments and assign work orders based on technician availability, location, and skillset.
- Prioritize service calls based on urgency, customer requirements, and contractual obligations.
- Communicate job details, including location, equipment involved, and customer contact information, to service technicians.
- Monitor technician progress and provide support as needed to ensure timely completion of service calls.
Customer Communication:
- Serve as the primary point of contact for customers regarding service inquiries, scheduling updates, and status updates.
- Communicate with customers to confirm appointment times, provide estimated arrival windows, and address any concerns or questions.
- Notify customers of any delays or changes to scheduled appointments and work to resolve any issues promptly.
- Maintain professional and courteous communication with customers at all times, ensuring a positive service experience.
Technical Support and Resource Management:
- Assist service technicians with technical questions, troubleshooting, and job-related inquiries as needed.
- Coordinate with vendors and suppliers to procure necessary parts and materials for service jobs.
- Maintain accurate records of technician schedules, work orders, and service history using dispatching software or other tools.
- Optimize technician routes and schedules to maximize efficiency and minimize travel time and expenses.
Administrative Duties:
- Generate service tickets, work orders, and invoices accurately and promptly.
- Update customer records and service histories in the company's database or CRM system.
- Assist with billing inquiries, payment processing, and account reconciliation as needed.
- Provide administrative support to the service department, including filing, data entry, and other tasks as assigned.
Requires:
- High school diploma or equivalent; additional education or training in HVAC systems or related field is preferred.
- 2+ years in a Dispatch role
- High school diploma or GED
- Ability to multitask in a fast paced environment
- Ability to deal calmly with difficult personalities
- Great communication skills over phone and email
- Ability to organize tasks
- Ability to use good judgment
- Ability to follow instructions and guidance
- Ability to ensure safe work practices
- Ability to understand and follow all company policies and procedures and all applicable State and Federal laws
- Ability to work with minimal supervision
- Track record of punctuality and dependability
- Ability to use computer tools and tablets including E-Mail, Word, and basic Excel
- Basic understanding of Refrigeration, HVAC, Electrical, and Plumbing principles and terminology
- Geographic knowledge of Maryland, DC, and Virginia
- Available to work some weekends and holidays
Job Preferences
- Experience in ServiceTitan or similar technology
- Experience with Corrigo, ResQ, ServiceChannel or similar CMMS
- 5+ years experience in Dispatching in Refrigeration or HVAC
- Strong knowledge of Refrigeration, HVAC, Electrical, and Plumbing principles
Benefits Include:
- Equity grant - you’ll be a company owner!
- Medical/vision (70% company paid)
- Dental (50% company paid)
- 401(k) plan, available after 6 months with a 4% match
- Short-term disability, employee paid
- $20,000 Basic term life insurance, employee paid
- AD&D insurance, employee paid
- PTO
Work schedule
- Monday to Friday
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
- Life insurance
- Disability insurance