Summary: The Refrigeration & HVAC Service Dispatcher serves as the central communication hub between customers, field service technicians, and internal teams. This role is responsible for efficiently receiving, prioritizing, scheduling, and dispatching service calls for commercial refrigeration, HVAC, and related mechanical systems. The dispatcher ensures optimal technician utilization, excellent customer service, and smooth daily operations while maintaining accurate records in the company’s service management system (ServiceNow).
Key Responsibilities for Service Call Management & Dispatching
- Receive and process incoming customer service requests via phone, email, portal, and technician reports.
- Accurately document service issues, create work orders, and assign appropriate priority (emergency, same-day, next day etc…
- Dispatch refrigeration and HVAC technicians based on skill level, location, availability, and job requirements.
- Optimize daily routes and schedules to minimize travel time and maximize technician productivity.
Scheduling & Coordination
- Schedule and coordinate preventive maintenance (PM) contracts, emergency repairs, installations, and follow-up visits.
- Monitor technician progress throughout the day (en route, on-site, completed) and provide real-time updates.
- Adjust schedules dynamically for emergencies, delays, cancellations, or parts issues.
- Coordinate with parts department and vendors to ensure necessary materials are available for scheduled jobs.
Customer Communication
- Serve as the primary point of contact for customers regarding service status, arrival times (ETAs), and updates.
- Provide professional, courteous, and timely communication to set realistic expectations and maintain high customer satisfaction.
- Handle customer inquiries, complaints, and escalations professionally, escalating to management when necessary.
Administrative & Documentation
- Maintain accurate and up-to-date records of all work orders, technician time, notes, and job status in ServiceNow (or current dispatch software).
- Close out completed work orders and ensure proper documentation for invoicing.
- Generate daily/weekly reports on open work orders, aging tickets, and dispatcher metrics.
- Assist with tracking and follow-up on open quotes, parts on order, and “closed but not invoiced” tickets.
Team Support
- Provide logistical support to field technicians (job details, customer information, special instructions, safety notes).
- Collaborate closely with Service Managers, Branch Managers, and the accounting team on scheduling conflicts, workload balancing, and accounts receivable follow-up.
- Participate in monthly branch service review meetings and help drive improvements in response time and first-time fix rates.
Required Qualifications & Skills
- Experience: 2+ years of dispatching or customer service experience in HVAC, refrigeration, plumbing, or a related trade preferred.
- Technical Knowledge: Working understanding of commercial refrigeration and HVAC systems (preferred but not required).
- Software Proficiency: experience with service management/dispatch software.
- Skills: Excellent verbal and written communication, strong organizational and multitasking abilities, problem-solving mindset, attention to detail and good computer skills
- Attributes: Calm under pressure, professional phone demeanor, team player, and customer-focused.
Preferred Qualifications
- Prior experience in commercial refrigeration (supermarkets, cold storage, restaurants) or industrial HVAC.
- Familiarity with preventive maintenance scheduling and warranty processes.
- Knowledge of basic electrical and mechanical troubleshooting terminology.
Physical & Work Requirements
- This is primarily an office-based position with prolonged periods of sitting and computer use.
- Standard business hours (Monday–Friday), with occasional need for early/late coverage or weekend on-call rotation depending on company needs.
What We Offer
- Competitive hourly pay based on experience
- Health, dental, and vision insurance
- 401(k) with company match to 3%
- Paid time off and holidays
- Opportunities for growth within a stable, growing mechanical services company
Pay: $28.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Refrigeration & HVAC Service Dispatcher: 2 years (Required)
Ability to Commute:
- Capitol Heights, MD 20743 (Required)
Work Location: In person
