Service Dispatcher

About McCall's AC & HeatingAt McCall's, we set the gold standard in customer service by delivering reliable, high-quality HVAC solutions. Our commitment to integrity, expertise, and customer satisfaction drives our team. We are looking for a Service Dispatcher to play a key role in coordinating our service operations and ensuring a seamless customer experience. This is a salaried position that offers uncapped commissions as well.Role OverviewThe Service Dispatcher serves as the central coordinator for our field service team, ensuring that all service requests are efficiently assigned to the right technician. This role requires strong communication, organizational skills, and problem-solving abilities to balance customer expectations, technician availability, and job urgency.An effective dispatcher optimizes technician schedules, minimizes delays, and enhances customer satisfaction through timely updates and professional service coordination. You'll work closely with technicians, managers, and customers while utilizing House Call Pro (HCP) ( our Customer Operations Software) to track and manage jobs.Key ResponsibilitiesCustomer Interaction & SchedulingAnswer incoming customer calls within two rings, providing professional service and accurate information.Schedule service appointments, verifying service needs and confirming job details.Conduct "Happy Calls" to follow up with customers post-service, ensuring satisfaction and offering maintenance plans.Technician Dispatch & Job ManagementAssign service jobs based on technician availability, expertise, urgency, and geographic location to maximize efficiency.Utilize House Call Pro (HCP) to update job statuses in real time and ensure accurate technician assignments.Monitor job progress, ensuring timely service completion and follow-up scheduling for return visits.Data & System ManagementMaintain and update customer profiles, job inputs, and material usage for accurate reporting and balance sheet tracking.Track and oversee the House Call Pro pipeline to ensure all jobs are progressing smoothly from start to finish.Manage customer databases and service tags for targeted reporting and service munication & Customer EngagementCommunicate job details, updates, and schedule changes to technicians and management for smooth daily operations.Manage text and email communication, ensuring timely responses to customer inquiries and technician updates.Monitor and respond to customer reviews using Google-sensitive verbiage to maintain a strong online reputation.Send thank-you cards for referrals and major customer milestones to foster long-term relationships.

Created: 2025-03-01