Service Dispatcher

Job Description

Job Description

At Cooling Unlimited, Inc., we've been growing steadily since 1986, starting with just a single truck. As a family-owned business, we take great pride in earning the trust of our customers across Middlesex County by expertly addressing their HVAC and plumbing needs and consistently delivering exceptional service. If you're looking for a place where your skills are valued and you can make a real impact, we'd love to hear from you!

We are currently seeking a highly motivated and professional Service Dispatcher to join our team. The ideal candidate will possess excellent communication skills, a positive attitude, and a strong sense of self-motivation. The ability to multitask, remain flexible, and perform efficiently in a fast-paced environment is essential for success in this role.

Primary Job Function: The service dispatcher is responsible for managing the daily schedules of service technicians, ensuring efficient dispatching as service calls are completed. This includes coordinating return trips with customers when parts are available and maintaining the on-call schedule for technicians. The role involves keeping the customer database up to date with accurate information and maintaining clear, concise communication with department managers, employees, and customers.

Work Hours: 8:00 am to 5:00 pm, Monday through Friday, with occasional overtime as required

Pay Scale: $25 - $30 per hour depending on experience + Benefits

Our Benefits:

• Health insurance - 50% paid by employer
• Dental & vision insurance - 50% paid by employer
• 100% employer-paid short and long-term disability insurance
• 100% employer-paid life insurance
• 401K retirement plan with 3% company match
• 5 Paid sick days on the accrual basis
• 7 Paid holidays
• Vacation time
• Paid day off on your birthday!

Required Qualifications:

• HS diploma, GED, or equivalent
• Minimum a year of dispatching experience in the service industry
• 5+ years of customer service or dispatching experience
• Advanced customer service skills
• Strong attention to detail & ability to prioritize
• Strong multitasking & problem-solving skills
• Clear & professional communication
• Geographical knowledge of service area or map reading skills
• Knowledge of the HVAC industry is recommended but not required
• Intermediate computer skills (proficiency with MS Word, Excel, Outlook)
• Experience with Service Titan software is a plus

Job Duties:

• Managing a multi-line phone system, ensuring prompt and efficient call handling.
• Assisting customers during emergency situations with a focus on resolving their concerns.
• Coordinating and scheduling service and maintenance appointments.
• Addressing customer inquiries and providing accurate information.
• Collaborating closely with service technicians to ensure smooth operations.
• Dispatching technicians to assigned service calls throughout the day.
• Effectively communicating with customers to understand and address their concerns.
• Enrolling customers in our maintenance program and promoting its benefits.
• Conducting outbound calls to both existing and potential customers to generate new business.
• Following up with customers to ensure satisfaction with services provided.
• Performing additional duties as required to support operational needs.