A service order dispatcher is one of the primary support staff for a heating and cooling service organization. They are responsible for scheduling technicians to handle customer calls for service. This position involves a number of administrative tasks, including answering phones, maintaining both technician schedules and client records, and dispatching employees to service calls as needed. In some cases, a service order dispatcher may also be responsible for handling billing and account management, depending on the position. It is important for individuals in this position to be skilled at multitasking and communication, because a service dispatcher must often handle multiple demands at the same time, particularly from customers who may be upset or frustrated; dispatchers must remain calm and patient at all times.
Service order dispatchers usually have a high school diploma (or equivalent) and sometimes a bachelor's degree or some undergraduate study. A critical requirement for success as a service order dispatcher is knowledge of different computer programs used to set up appointments with clients, handle billing, and maintain company records. Communication skills are also essential for the dispatcher to handle incoming calls to the office and send out the relevant information to technicians in the field. Service order dispatchers usually work in an indoor office environment and may share office space with other administrative staff, though in some smaller businesses, the dispatcher may be the only staff member in the office.
Service Order Dispatcher, Heating/Cooling Installation or Repair Tasks
Prioritize time sensitive cargo.
Notify drivers of pick-up and delivery assignments.
Dispatch drivers for shipment pick-ups and deliveries.
Update shipment tracking system and maintain timely data integrity.