Dispatcher

Overview

We are looking for a Service Dispatcher who is detail-oriented, highly organized, and a self-motivated problem solver to bring onto our team. The Service Dispatcher is a critical operations role responsible for coordinating daily service activities for residential and light commercial customers. This position serves as the primary point of contact between customers, Service Technicians, and the office, ensuring service calls are scheduled efficiently, technicians are dispatched effectively, and customer expectations are met or exceeded.

The Dispatcher manages the full lifecycle of service calls—from initial customer contact and scheduling, to dispatching technicians, tracking job progress, and following up on pending or recommended work. This role requires the ability to prioritize calls, adjust schedules in real time, and maintain accurate service records while working in a fast-paced, high-volume environment.

In addition to daily dispatching, the Service Dispatcher supports workload forecasting, repair estimates, parts coordination, maintenance agreement administration, and customer follow-ups. Attention to detail, strong communication skills, and the ability to work collaboratively with technicians and management are essential. The ideal candidate is organized, adaptable, and committed to providing excellent customer service while supporting efficient field operations.

Responsibilities

• Answer incoming customer calls in a professional and courteous manner
• Schedule and coordinate residential and light commercial service calls
• Create and manage dispatch tickets/work orders
• Dispatch Service Technicians and maintain the daily dispatch board and schedule
• Communicate with and debrief Service Technicians upon completion of service calls
• Forecast service workload 2–3 days in advance to support scheduling and staffing
• Collaborate with Service Technicians to prepare repair estimates for customer review
• Track parts status and contact customers with Parts Pending jobs to schedule follow-up service
• Follow up with customers on pending and recommended work using the pending work log
• Order parts for special-order repairs and track delivery
• Maintain accurate and up-to-date customer records, including equipment details, access notes, and service history
• Assist with administration of maintenance agreements, including new enrollments, billing, scheduling, renewals, and document staging
• Maintain and coordinate the on-call schedule, including first on-call and standby technicians as required
• Perform customer follow-ups, including happy calls and customer satisfaction surveys
• Perform other duties as assigned

Requirements

• Strong customer service and communication skills
• Ability to multitask and manage changing priorities in a fast-paced environment
• Highly organized with strong attention to detail
• Knowledge of the service area and/or ability to read maps and plan routes
• Proficient with computers, including Microsoft 365 and cloud-based/web applications
• High school diploma or GED
• Minimum of five (5) years of related experience in customer service, dispatching, project coordination, or a comparable role, or an equivalent combination of education and experience

Preferred Qualifications

• Knowledge of the HVAC industry, including terminology and basic components
• Five (5)+ years of general dispatching experience
• Three (3)+ years of HVAC dispatching experience
• Experience with field service management and accounting software such as ServiceTitan, Housecall Pro, Service Fusion, and QuickBooks (Online or Desktop)

Pay: $23.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person