HVAC Dispatcher & CSR (Bilingual English & Spanish)

HVAC Dispatcher & CSR Position Summary: At AC's Heating & Air LLC, we're seeking a diligent individual capable of multitasking as both an Office Assistant and HVAC Dispatcher. This pivotal role ensures smooth office operations while efficiently scheduling and coordinating HVAC technicians for service calls. The candidate will manage administrative tasks, respond to customer inquiries, handle invoicing and data entry, oversee supply management, and maintain clear communication with technicians in the field. About the company: We are AC’s Heating & Air LLC; Established in 2011, we serve residential and commercial customers in the greater Orlando area. Our mission is to restore comfort and provide quality services for our customers, through professional and honest work. We are results oriented and determined in our pursuit to see every team member reach their personal, professional, and financial goals through the honest and disciplined work we do together. Our core values are the backbone of our business and guide our hiring process: We Are Honest, Accountable, Professional, Determined, Disciplined, and Results Oriented. Objectives: Administrative Support & Customer Service: ● Answer and direct phone calls to appropriate departments or personnel. ● Handle incoming and outgoing mail and shipments. ● Respond to customer inquiries, providing information about services, pricing, and scheduling. ● Resolve customer complaints or direct them to the appropriate personnel. ● Manage and organize files, both electronic and paper-based. Dispatching: ● Coordinate and dispatch HVAC technicians based on the requirements of service calls. ● Monitor the status of ongoing service calls and adjust technician schedules as needed. ● Maintain communication with technicians in the field, ensuring they have all the information and resources needed. ● Provide customers with updates on technician arrival times and any changes in scheduling. Completing outbound calls (cold and warm calls) to previous and new customers to help generate work flow for the business. * Invoice, Billing & Data Entry: ● Prepare and process invoices. ● Update and maintain customer billing and service records. ● Enter data related to customer details, service records, and other relevant information into company databases. ● Follow up on overdue payments. Supply & Inventory Management: ● Track office supplies and place orders as necessary. ● Liaise with technicians to ensure they have the necessary equipment and parts for jobs. ● Receive deliveries and organize storage areas. General Office Duties: ● Ensure that the office space remains organized and tidy. ● Assist with special projects as requested by management. COMPETENCIES ● Ability to exercise a high degree of good judgment and independence while evaluating situations and the ability to make split-second decisions ● Exceptional communication skills: You will be listening and speaking to people by phone, sometimes in some state of distress. Your ability to listen, speak plainly and communicate effectively will be necessary ● Ability to multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need ● Problem-solving skills: You will need to be able to prioritize the most important situations, and think quickly on your feet ● High attention to detail ● Strong time management skills Education and experience: High School Diploma or GED Required Minimum 3 years of customer service experience required Minimum 1 year of Service TItan experience required Experience in HVAC, plumbing, electrical or other home services required Physical Requirements: Ability to spend prolonged periods of time standing, sitting, or walking. Must be able to lift at least 25lbs Will be in proximity to hazardous conditions, equipment, and situations. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Commitment to Diversity As an equal opportunity employer committing to meeting the need a multigenerational and multicultural workforce, Ac’s Heating & Air LLC recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, nation origin, gender, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners. If this position caught your eye, please send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email HR@acsheatingandairllc.com Already a candidate? Please contact your recruiter to discuss this opportunity. Job Type: Full-time Pay: $18.00 - $20.00 per hour Benefits: Dental insurance Employee discount Life insurance Paid time off Parental leave Vision insurance Schedule: 8 hour shift Experience: Customer service: 3 years (Required) Home Services (HVAC, Plumbing, Electrical, Solar): 1 year (Preferred) Service Titan: 1 year (Required) Language: English & Spanish (Preferred) Work Location: In person