Dispatcher - HVAC

Description:

The HVAC Dispatcher is responsible for coordinating service technicians, scheduling service calls, and acting as a key communication hub between customers, technicians, and management. This role ensures efficient daily operations, timely service delivery, and a high level of customer satisfaction.

Requirements:

• Schedule and dispatch HVAC service technicians for service calls, maintenance, and emergency requests
• Prioritize calls based on urgency, technician skill set, and location
• Monitor technician routes, job progress, and availability throughout the day
• Communicate job details, updates, and changes clearly to technicians
• Answer incoming customer calls and schedule appointments professionally
• Provide customers with accurate arrival windows and service updates
• Handle rescheduling, cancellations, and after-hours calls as needed
• Enter and update job information in dispatching/field service software
• Coordinate with service managers to optimize workload and efficiency
• Maintain accurate records of work orders, technician notes, and customer information
• Support billing, invoicing, and parts coordination when required
• High school diploma or equivalent (additional education a plus)
• 1+ year of dispatching, customer service, or HVAC industry experience preferred
• Strong organizational and multitasking skills
• Excellent verbal and written communication skills
• Ability to stay calm and professional in fast-paced or stressful situations
• Basic knowledge of HVAC systems and terminology preferred
• Proficiency with computers, scheduling software, and phone systems

Skills & Competencies

• Time management and prioritization
• Problem-solving and decision-making
• Customer-focused mindset
• Attention to detail
• Team collaboration
• Ability to adapt to changing schedules and urgent service needs

Work Environment

• Office-based position with frequent phone and computer use
• May require occasional evenings, weekends, or on-call availability
• Fast-paced environment with high call volume during peak seasons

Compensation & Benefits (example – customize as needed)

• Competitive hourly wage or salary (based on experience)
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options
• Training and advancement opportunities