This position is dedicated exclusively to supporting the HVAC Service Department and works closely with the HVAC team to provide exceptional customer service, maximize technician productivity, and ensure timely completion of service work.
Crawford Company is seeking an organized, customer-focused HVAC Service Dispatcher to join our Dubuque team. This position serves as the central point of communication for the HVAC Service Department by coordinating service technicians, supporting customers, and helping ensure the department operates efficiently each day.
The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and can manage multiple priorities while delivering outstanding customer service.
Essential Job Responsibilities
Customer Service & Dispatch
· Answer incoming customer calls and emails in a professional, courteous, and timely manner.
· Schedule service calls and dispatch technicians based on priority, availability, location, and customer needs.
· Coordinate return visits and follow-up appointments.
· Monitor technician schedules throughout the day and make adjustments to maximize efficiency.
· Keep customers informed of appointment status, scheduling updates, and service timelines.
· Assist with creating and maintaining the department’s on-call schedule.
Service Operations
· Audit completed service calls for accuracy and completeness.
· Create, update, and close work orders.
· Assist with project setup and service-related documentation.
· Verify technician time entries and job information.
· Generate operational and service reports as needed.
Administrative Support
· Manage and maintain preventive maintenance agreements and service contracts.
· Maintain customer records, electronic files, and departmental documentation.
· Provide administrative support to the HVAC Service Manager and field technicians.
· Perform general office and clerical duties related to HVAC service operations.
Purchasing & Inventory
· Generate and track vendor purchase orders.
· Order parts and materials required for service work.
· Coordinate with vendors regarding orders, deliveries, and product availability.
Billing & Financial Support
· Prepare invoices and assist with billing procedures.
· Process service-related documentation and purchase orders.
· Handle collection calls regarding outstanding customer balances.
· Assist technicians with preparing repair quotes and estimates.
· Process parts warranty claims with manufacturers and vendors.
Technology & Communication
· Work closely with field technicians to resolve scheduling and workflow issues.
· Utilize dispatch software, ERP software, and other business systems to support daily operations.
· Coordinate with the IT Department to resolve technical issues when necessary.
Other Duties
· Support the daily workflow of the HVAC Service Department.
· Perform other related duties as assigned.
Qualifications
· Previous experience in dispatching, scheduling, customer service, or administrative support preferred.
· Experience in HVAC, construction, mechanical contracting, or another service-related industry is highly preferred.
· Excellent customer service and interpersonal communication skills.
· Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
· Proficiency with Microsoft Office and computer-based business software.
· Experience using dispatching, ERP, or accounting software is preferred.
· Ability to work independently while collaborating effectively with technicians, managers, customers, and vendors.
· Strong attention to detail and excellent problem-solving abilities.
Compensation & Benefits
Crawford Company offers competitive compensation based on experience and a comprehensive benefits package, including:
· 401(k) with company match
· Medical, dental, and vision insurance
· Life insurance
· Employee Assistance Program (EAP)
· Paid time off
· Opportunities for professional growth and development
Why Crawford Company?
At Crawford Company, our people are the foundation of our success. We take pride in providing exceptional service to our customers while fostering a collaborative, team-oriented workplace where employees are valued and supported. As the HVAC Service Dispatcher, you will play a vital role in keeping technicians moving, customers informed, and the department operating at its best.
Crawford Company is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Do you have previous experience in dispatching?
- Do you have previous experience in the HVAC, construction, mechanical contracting, or another service-related industry?
Work Location: In person
