HVAC Dispatcher

About This Role:

Michael Bonsby HVAC, Plumbing & Electric is looking for a full-time HVAC Dispatcher to provide excellent customer service to our clients while making sure our technicians have all the information they need to get to their appointments on time and complete their tasks efficiently. In this position, you play a crucial role in helping our operations run smoothly. You will communicate with our clients to collect extremely important information for both scheduling appointments and aiding our technicians while on the job. As the dispatcher, you accurately relay all the information to the technicians as well as keep customers up to date with unavoidable schedule changes. Always organized and efficient, you diligently follow up with customers to verify and confirm appointments for the following day and ensure customer profiles are accurate and thorough. Nothing gets by you as you take care of both your team and our clients! 

This role will report into the General Manager and be based out of our growing Gaithersburg, VA office.

What You’ll Do:

• Answer the phone promptly and professionally.


• Call customers to confirm service appointments and schedule as necessary.


• Receive, record, and maintain sales lead information, set appointments as necessary.


• Invoice clients as soon as work is completed. 


• Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.


• Ensure the accurate capture, data entry and maintenance of customer information.


• Be familiar with our company, products, and services so many questions can be answered as quickly as possible.


• Alert managers quickly to significant customer issues, serving as a champion of the customers to our company.


• Perform dispatching and scheduling of service technicians and other resources.


• Win the confidence of new clients when they call for service or repairs.


• Schedule the client appointment and assign/match qualified staff to perform the work.


• Increase revenue from established customers, and generate additional revenue from new customers by using proper customer service techniques, problem solving skills and account management.


• Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.


• Regularly review and monitor progress against goals, and seek assistance as needed.


• Communicate effectively with associates, vendors and customers.


• Be computer literate to the extent necessary to fulfill this function. Knowledge of Microsoft Office suite is necessary. 

We'd Love To Hear From You If:

• Excellent problem-solving skills


• Ability to use different platforms of communication


• Self-motivated


• Positive attitude and a friendly demeanor


• Ability to provide great customer care over the phone


• At Least 2+ years of customer service experience


• Willingness to work evenings & weekends when needed