Residential Service Dispatcher

For over 45 years, Sunset Air, Inc. has proudly served the South Puget Sound and Southwest Washington regions with high-quality heating and air conditioning services. As a third-generation family-owned and operated business—and one of the largest HVAC companies in the region—we care deeply about our community, our customers, and our employees. Our reputation has been built by the dedication and professionalism of our team.

Job Description

The Residential Dispatcher is responsible for coordinating daily service operations for residential HVAC technicians. This role manages incoming customer requests, schedules service calls, dispatches technicians, and ensures clear communication between customers, technicians, and internal departments. The ideal candidate is organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Customer Calls and Service Requests

• Answer incoming customer calls promptly and professionally.
• Respond to web submissions via phone or email.
• Gather relevant customer information including name, address, and issue details.
• Accurately document all customer interactions and service requests in the system.

Dispatching and Technician Coordination

• Assign service requests to technicians based on availability, location, expertise, and workload.
• Communicate job details, service issues, and urgency to technicians.
• Provide technicians with updates regarding schedule changes, delays, or additional job information.
• Maintain open communication with technicians throughout the day.

Work Orders and Scheduling

• Create detailed work orders for each service request.
• Include customer information, issue description, technician assignment, and any special instructions.
• Check parts received and schedule pending repairs once materials are available.
• Maintain accurate scheduling and service documentation.

Customer Experience

• Encourage customers to leave online reviews following completed service calls.
• Provide clear instructions on how customers can submit a review.
• Monitor and track review activity as part of customer experience improvement.

Team and Department Coordination

• Relay customer feedback, additional instructions, or service updates to technicians.
• Coordinate with other internal teams when projects or follow-up work require collaboration.
• Ensure smooth communication between dispatch, service teams, and internal departments.

Leadership and Team Collaboration

• Work closely with the dispatch supervisor and service manager.
• Seek guidance on escalated issues or complex scheduling situations.
• Communicate operational challenges and recommend improvements when identified.

Qualifications

• Previous dispatching, scheduling, or administrative coordination experience preferred.
• Strong organizational and multitasking abilities.
• Excellent communication and customer service skills.
• Ability to work effectively in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Proficiency with computer systems and Microsoft Office (Excel, Word, Outlook).
• Ability to work independently and as part of a team.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Ability to Commute:

• Lacey, WA 98503 (Required)

Ability to Relocate:

• Lacey, WA 98503: Relocate before starting work (Preferred)

Work Location: In person