Dispatcher
We are seeking a proactive and highly organized Dispatcher to serve as the central coordination point for our HVAC service team. This role is critical to both field operations and customer service, combining real-time decision-making with clear, empathetic communication. The Dispatcher ensures technician schedules run smoothly, parts are where they need to be, and customers stay informed and satisfied throughout the service process.
Key Responsibilities
Service Coordination & Dispatch
- Strategically assign technicians based on skill set, availability, location, and urgency of requests
- Maintain efficient daily workflows by prioritizing calls and optimizing routes to minimize downtime and travel
- Monitor technician progress and adjust schedules as needed in real-time to meet service objectives
Parts & Inventory Coordination
- Order parts and equipment by communicating with vendors and suppliers
- Coordinate part deliveries and ensure technicians have what they need before heading to job sites
- Manage weekly van stock checks to keep field teams fully supplied
Customer Communication & Support
- Act as a consistent point of contact for customers needing updates on service appointments, technician ETAs, or part availability
- Send timely service reminders and status updates throughout the day to keep customers informed
- Answer inbound calls when available and handle overflow or transferred calls related to scheduling and service updates
- Follow up with customers regarding ordered parts, scheduling next steps as soon as items arrive
CSR Support & Overflow
- Provide phone support during peak times or when Customer Service Representatives are unavailable
- Assist with outbound maintenance scheduling when needed
Reporting & System Management
- Track service outcomes and job completions, updating internal systems accurately and promptly
- Maintain records of dispatch activity, communications, and part orders
- Run assigned reports and provide updates to management as required
Required Qualifications
- High school diploma or equivalent
- 2+ years of experience in dispatch, scheduling, or customer service
- Strong multitasking and time management skills in a fast-paced environment
- Professional verbal and written communication abilities
- Proficiency with scheduling and dispatch software, multi-line phones, and basic office systems
- Strong attention to detail, especially when tracking moving parts and service schedules
- Comfortable problem-solving under pressure and thinking ahead
Preferred Qualifications
- Prior experience in HVAC, plumbing, or home services industry
- Familiarity with ServiceTitan or comparable field service software
- Understanding of geographic service areas
- Experience working with vendors or managing supply orders
Pay: From $24.00 per hour
Benefits:
- Health insurance
- Paid time off
Work Location: In person
