Position: HVAC Service Dispatcher
Job Type: Full-Time; Monday - Friday
Pay Range: $20-$23 per hour

All Fuel Installation & Services is seeking a highly organized and customer-focused individual to join our team as a Service Dispatcher. This multifaceted role requires a candidate with strong communication skills, exceptional organizational abilities, and a solid understanding of HVAC systems. The successful candidate will play a pivotal role in coordinating service requests, managing office operations, and delivering excellent customer service.

Required Experience

• 2+ years of customer service experience
• 1+ years of experience dispatching service calls
• 1+ years of working with Microsoft Outlook in a professional setting
• Previous experience or education in HVAC and/or Fireplace system maintenance or installation

Preferred Experience

• Experience working with Service Titan
• Knowledge of the Portland and Vancouver area locations and boroughs
• Experience using MapQuest or similar services
• Previous AR or AP experience

Responsibilities

Customer Interaction:
• Serve as the first point of contact for customers, addressing inquiries and providing information with a friendly and positive demeanor.
• Skillfully troubleshoot customer issues related to HVAC and fireplace systems, assisting in preliminary diagnostics over the phone.

Service Triage:
• Determine the nature of each service call, whether it involves system installation, routine maintenance, repairs, or estimates for new installations.
• Effectively categorize and prioritize service requests based on urgency and complexity.

Dispatch Coordination:
• Coordinate with HVAC and fireplace service technicians to ensure timely and efficient response to customer needs.
• Communicate with field technicians to provide detailed information about service calls, including customer concerns and system specifications.
• Foster a positive and cooperative work environment by promoting effective communication.

Customer Service Excellence:
• Deliver upbeat and friendly customer service throughout the service process, keeping customers informed about the status of their service request.
• Gather customer feedback and communicate it to the management team for continuous improvement.

Documentation and Record Keeping:
• Maintain accurate and detailed records of service calls, ensuring that all relevant information is captured for future reference.
• Generate and process work orders, invoices, and estimates as needed.
• Provide accounting support as needed.

Knowledge, Skills and Abilities

• Strong knowledge of HVAC and fireplace systems, with the ability to troubleshoot common issues.
• A passion for delivering excellent customer service with an upbeat and friendly attitude.
• Strong interpersonal skills and the ability to empathize with customers.
• Excellent verbal and written communication skills.
• Ability to convey technical information in a clear and understandable manner.
• Exceptional problem-solving skills and the ability to think on your feet in a fast-paced environment.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Detail-oriented, able to ensure accurate and thorough documentation.
• Ability to collaborate effectively with service technicians and other team members to optimize service delivery.