JWS Refrigeration & Air Conditioning, Ltd.

290 Tun Jose Salas Street, Suite A

Tamuning, GU  96913

Tel: (671) 646-7662

Fax: (671) 649-0053

SERVICE ADVISOR / DISPATCHER

JOB DESCRIPTION

Job Overview:

The Service Advisor/Dispatcher is responsible for managing incoming customer service requests, coordinating and dispatching technicians to service calls, and ensuring exceptional customer service. This role involves scheduling appointments, providing information to customers, and maintaining an efficient workflow in the service department. The Service Advisor/Dispatcher plays a key role in improving operational efficiency, customer satisfaction, and overall service quality.

Responsibilities and Duties:

• Customer Service:
  • Answer incoming customer calls and inquiries in a professional, friendly, and timely manner.
  • Provide quotes, schedule appointments, and inform customers of service options.
  • Follow up with customers to ensure satisfaction with completed services.
  • Address customer complaints and concerns and escalate issues to management as necessary.
• Dispatching & Scheduling:
  • Schedule service appointments and dispatch technicians based on location, skill set, and urgency.
  • Maintain and update technician schedules to ensure optimal use of resources and minimize downtime.
  • Communicate clearly and regularly with technicians to ensure they have the correct job information, parts, and equipment.
  • Monitor service call progress and update customers on technician status.
• Administrative Duties:
  • Maintain accurate service records, including customer information, job details, and service reports.
  • Track service job completion and ensure all paperwork is submitted in a timely manner.
  • Coordinate with the parts department to ensure technicians have the necessary materials for each job.
  • Assist with invoicing and ensure that customers are billed correctly for services rendered.
• Operational Efficiency:
  • Prioritize service calls based on urgency, availability, and customer needs.
  • Assist in optimizing routes for technicians to improve efficiency and reduce service delays.
  • Monitor technician performance, track job completion times, and ensure service targets are met.
• Other Duties:
  • Assist with inventory management and order parts as needed.
  • Participate in team meetings and contribute to the improvement of operational processes.
  • Help with marketing and customer outreach as needed, such as sending promotional materials or service reminders.

Qualifications:  

• High school diploma or equivalent (Associate`s degree or relevant certification preferred).
• Previous experience in customer service, dispatch, or service-related role (preferably in HVAC or field service).
• Strong communication and problem-solving skills.
• Proficiency in using service management software, scheduling tools, and Microsoft Office Suite.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent organizational and time management skills.
• Ability to work independently as well as part of a team.
• Knowledge of HVAC systems and service-related equipment is a plus.

Physical Requirements:

• Ability to sit for extended periods while using a computer or phone.
• Ability to communicate clearly and effectively via phone and email.
• Occasional lifting of up to 25 lbs (e.g., service materials or office supplies).

Work Schedule:

• Full-time position with occasional overtime or weekend work depending on service demands.