SCHEDULING COORDINATOR

Description

 Scheduling Coordinator - Heating, Air Conditioning, Plumbing and Electrical

Organization Name: T&J Heating, A/C and Plumbing Job Location: Bellingham, MA Department: Service Reports To: Office Manager Effective Date: 5/1/25Overview:T&J Heating, A/C, Plumbing and Electrical is a full-service heating, air conditioning, plumbing and electrical organization, providing new installation, repairs and ongoing maintenance services to commercial and residential clients throughout New England.  We're seeking a highly organized and experienced scheduler to streamline our field operations. In this role, you'll be responsible for efficient technician dispatch, ensuring prompt and effective service, and maintaining high levels of customer satisfaction. You'll also have the opportunity to contribute to the development of our growing service team.Responsibilities 

• Scheduling and Dispatching: 
  • Receiving service requests from customers (phone, email, online).
  • Prioritizing calls based on urgency and customer needs.
  • Assigning technicians to jobs based on their skills, location, and availability.
  • Optimizing routes to maximize efficiency and minimize travel time.
  • Managing and updating the dispatch software.
• Customer Service: 
  • Providing excellent customer service by answering inquiries and resolving issues.
  • Keeping customers informed about technician arrival times and job status.
  • Handling customer complaints and escalating issues as needed.
  • Providing accurate information about services and pricing.
• Communication: 
  • Maintaining clear and consistent communication with technicians, customers, and other staff.
  • Relaying information about job details, changes, and updates.
  • Using various communication tools (phone, mail, messaging apps).
• Record Keeping: 
  • Maintaining accurate records of service calls, technician assignments, and customer information.
  • Entering data into dispatch software and generating reports.
  • Tracking inventory and ordering parts as needed.
• Problem Solving: 
  • Resolving scheduling conflicts and handling unexpected situations.
  • Making quick decisions under pressure.
  • Finding creative solutions to logistical challenges.

  Essential Skills:

• Communication Skills: Excellent verbal and written communication skills are crucial for interacting with customers and technicians.
• Organizational Skills: The ability to manage multiple tasks and prioritize effectively is essential.
• Customer Service Skills: A patient and empathetic demeanor is necessary for dealing with customers.
• Technical Knowledge: A basic understanding of HVAC, plumbing, and electrical systems is helpful.
• Geographical Knowledge: Familiarity with the service area is important for efficient dispatching.
• Computer Skills:      Proficiency in dispatch software, Microsoft Office Suite, and other relevant applications is required.
• Problem-Solving Skills: The ability to think critically and resolve issues quickly is essential.
• Stress Management: The ability to remain calm and focused under pressure is important.
• Multitasking:      The ability to handle multiple phone lines, and computer programs at the same time.

Tools and Software:

• Dispatching software (Payzer)
• GPS tracking and navigation systems
• Phone systems (multi-line, VoIP)
• Mobile communication devices (smartphones)

Typical Work Environment:

• Office and Remote setting
• Fast-paced and dynamic environment

Key Qualities:

• Dependability
• Patience
• Attention to detail
• Ability to work independently and as part of a team