An HVAC Dispatcher acts as the crucial link between customers needing repair services and the field technicians who perform the work. This fast-paced role focuses on maximizing company profits and keeping customers happy by ensuring the right technician gets to the right job at the right time
Core Responsibilities
- Scheduling & Dispatching: Route technicians to residential or commercial jobs based on urgency, tech location, and specific skill sets.
- Customer Communication: Act as the primary point of contact to take service requests, provide ETAs, and resolve scheduling conflicts.
- Technician Support: Provide field personnel with critical job details, parts data, and equipment requirements.
- Emergency Management: Shift schedules instantly to accommodate unexpected or after-hours emergency calls.
- End-of-Call Debriefs: Review completed jobs with techs to log findings, process charges, and catch missing follow-up estimates.
- Data Entry & Tracking: Log service tickets, track parts inventory, and monitor technician locations via live dispatch boards. [1, 2, 3, 4, 5, 6]
Required Skills & Qualifications
- Industry Knowledge: Solid familiarity with basic HVAC terminology, operations, and part tracking.
- Technical Proficiency: Experience navigating specialized CRM and field dispatching software (e.g., ServiceTitan, Jobber, or BuildOps).
- Multitasking under Pressure: Ability to handle high phone call volumes while tracking dozens of active mobile technicians.
- Problem-Solving: Sharp decision-making skills to alter routes mid-day due to delayed jobs or bad traffic.
- Education: A high school diploma or equivalent GED is standard. Some roles favor 2+ years of prior customer service or dispatch experience.
- Key Performance Goals
- Maximize Billable Hours: Eliminate empty gaps in technician schedules to boost daily revenue.
- Minimize Drive Time: Group service calls geographically to save on fuel and truck wear.
- Protect Response Times: Ensure urgent emergency calls get dispatched within promised windows.
- Boost Return Visits: Track parts and follow-ups so incomplete jobs get resolved quickly.
Pay: $10.00 - $15.00 per hour
Work Location: In person
