HVAC Dispatcher

About Michael Bonsby HVAC, Plumbing & Electrical

Michael Bonsby HVAC, Plumbing & Electrical is an established company with over 20 years of experience providing top tier service to the Maryland, Virginia and Washington D.C. communities. 

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

Benefits and Perks: 

Michael Bonsby HVAC, Plumbing & Electrical treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our employees with: 

• Competitive Pay
• Benefits: We offer top-notch benefits!
  • Various medical, dental & vision plans, including 100% employer covered options for you and your family
  • 401(k) match up to 3.5%
  • 100% Company paid long & short-term disability and life insurance
  • Flexible spending accounts for health and dependent care
• Training and Career Growth: Paid training opportunities and countless internal career growth opportunities. Whether you’re interested in becoming a Field/Department Manager or maybe you’re interested in Sales, Tech and Corporate roles, we’re here to support your growth. 
• Paid Time Off: 6 company paid holidays, 3 weeks of PTO, and a paid Parental Leave Policy
• Company Branded Carhartt Uniforms
• Free Energy Drinks 

Michael Bonsby HVAC, Plumbing & Electrical is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.