Dispatch and Office Coordinator
Commercial HVAC, Refrigeration & Commercial Kitchen Equipment Service
Company: KADE MECHANICAL
Location: Phoenix, Arizona
Schedule: Full-Time, Onsite, Monday–Friday, 7:00 AM–4:00 PM
Industry: Commercial HVAC, Refrigeration, Appliance Service & Commercial Kitchen Cooking Equipment
About KADE MECHANICAL
KADE MECHANICAL is a commercial service company specializing in HVAC, refrigeration, appliance service, and commercial kitchen cooking equipment. We support commercial customers and facility managers with responsive service, preventative maintenance, repair solutions and emergency service support.
We are looking for a dependable, organized, and customer-focused Dispatch and Office Coordinator team member to assist with daily service operations, customer communication, scheduling, and office support.
This is an onsite position in Phoenix, Arizona. The ideal candidate is reliable, professional, calm under pressure and eager to learn and grow with our company. We are willing to train the right individual, but we are looking for someone who can become a long-term part of our team.
Position Summary
The Office and Dispatch Coordinatorrole is a key communication point between our customers, technicians, vendors and internal office team. This person will help answer inbound calls, schedule service technicians, coordinate preventative maintenance visits, follow up on work orders, assist with quotes and help resolve customer issues professionally.
This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced commercial service environment.
Key Responsibilities
Customer Service & Communication
- Answer inbound service calls and assist customers with service requests.
- Respond professionally to customer emails, phone calls and text messages.
- Help resolve customer complaints, service concerns and scheduling issues in a calm and professional manner.
- Provide customers with service updates, appointment information and follow-up communication.
- Communicate with facility managers and customer contacts to support ongoing service needs.
- Maintain a professional and helpful tone when working with customers, technicians, vendors and internal staff.
Scheduling & Dispatch Support
- Assist with scheduling demand service technicians for commercial HVAC, refrigeration, appliance and kitchen equipment service calls.
- Contact current customers to schedule contracted maintenance visits.
- Follow up on work order scheduling needs and ensure service appointments are properly coordinated.
- Assist with dispatching emergency calls and communicating urgent service needs to technicians.
- Support existing office staff with day-to-day service needs and small project coordination.
- Help ensure work orders are updated accurately and followed through to completion.
Approvals & Work Order Follow-Up
- Help request and track customer approvals for repair work.
- Escalate emergency work approvals quickly via phone, email, text, Service Channel, or other customer platforms.
- Review repair history in the company system to identify excessive or repeated repairs.
- Help identify and suggest appropriate repair options versus replacement options for customer equipment.
- Communicate repair and replacement recommendations clearly and professionally to customers.
Vendor & Account Support
- Build and maintain strong working relationships with supply vendors.
- Communicate with vendors regarding parts, pricing, availability and service-related needs.
- Build ongoing relationships with customer facility managers and key customer contacts.
- Assist in supporting customer accounts by keeping communication organized, timely and professional.
Office Support & Process Improvement
- Support existing office staff with administrative needs, service coordination and other small projects.
- Help improve internal office processes, workflows and procedures.
- Assist with creating standard operating procedures, documentation and improved office systems.
- Be willing and able to assist in other office roles as needed to provide coverage and support.
- Maintain accurate information in company systems, including customer, equipment, work order and repair history details.
- Use Microsoft Office applications such as Outlook, Excel, and Word for daily administrative tasks.
After-Hours On-Call Rotation
- Participate in the company’s after-hours on-call rotation.
- Answer emergency service requests outside of normal business hours from mobile/home.
- Dispatch emergency calls to the appropriate on-call technicians.
- Communicate urgent service information clearly and accurately to customers and technicians.
Required Qualifications
- Extremely reliable, punctual, and consistent.
- Excellent verbal and written communication skills.
- Confident and professional phone and email etiquette.
- Strong customer service skills with the ability to handle complaints and urgent issues professionally.
- Strong organizational skills and ability to manage multiple tasks at once.
- Problem-solving mindset with the ability to stay calm under pressure.
- Proficient with Microsoft Office applications, including Outlook, Excel, and Word.
- Ability to learn company software, service platforms, customer portals and internal systems.
- Familiarity with light commercial HVAC, refrigeration components and/or commercial kitchen cooking equipment terminology.
- Ability to understand basic repair versus replacement conversations.
- Willingness to support other office roles and help cover responsibilities as needed.
- Ability to work onsite in Phoenix, Arizona, Monday–Friday from 7:00 AM–4:00 PM.
- Ability to participate in after-hours on-call rotation from mobile/home.
Nice-to-Have Experience
- Experience with ServiceTitan.
- Experience with Service Channel or similar facilities management platforms.
- Previous experience with a commercial service company such as HVAC, Refrigeration, Plumbing, Electrical, Appliance Repair, or Facilities Maintenance.
- Previous dispatching, service coordination or scheduling experience.
- Experience working with technicians, vendors, facility managers or commercial customers.
- Experience with work orders, service estimates, preventative maintenance scheduling or emergency dispatching.
Ideal Candidate
The right person for this role will be someone who:
- Shows up on time and can be counted on every day.
- Communicates clearly, professionally and respectfully.
- Enjoys helping customers and solving problems.
- Can stay calm when service issues become urgent or stressful.
- Is organized and able to follow through on details.
- Works well with technicians, office staff, customers and vendors.
- Is willing to learn the commercial HVAC, Refrigeration and kitchen equipment service business.
- Is flexible and willing to help wherever needed.
- Wants to grow with a company long term.
Why Join KADE MECHANICAL?
At KADE MECHANICAL, we are looking for someone who wants to learn, grow and become an important part of our team. We are willing to train the right individual, but dependability, communication, professionalism and a strong work ethic are essential.
This position offers the opportunity to work in a fast-paced commercial service environment where your communication, organization and problem-solving skills make a direct impact every day.
How to Apply
Interested candidates should submit their resume and a brief summary of relevant experience.
Company: KADE MECHANICAL
Position: Dispatch and Office Coordinator (Entry Level)
Location: Phoenix, Arizona
Schedule: Full-Time, Onsite, Monday–Friday, 7:00 AM–4:00 PM, On-Call Rotation
Pay: $35,000.00 - $43,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Office: 3 years (Required)
Ability to Commute:
- Phoenix, AZ 85040 (Required)
Work Location: In person
