HVAC Service Dispatcher
Position Summary
We are looking for an organized, dependable, and customer-focused HVAC Service Dispatcher to coordinate daily service calls, communicate with customers and technicians, and keep the service department running efficiently. The dispatcher will be responsible for scheduling and prioritizing service calls, providing technicians with the information they need, monitoring job progress, and maintaining excellent communication with customers.
The ideal candidate is able to stay calm under pressure, multitask effectively, and make good decisions when schedules change or emergencies arise.
Key Responsibilities
- Answer incoming service calls and respond to customer inquiries in a professional and friendly manner.
- Schedule HVAC service and maintenance appointments based on urgency, technician availability, location, and required skills.
- Dispatch technicians to service calls and provide them with accurate job information.
- Monitor technician schedules and job progress throughout the day.
- Adjust schedules when emergencies, delays, cancellations, or additional service calls occur.
- Communicate with customers regarding appointment times, technician arrival windows, delays, and job updates.
- Identify emergency or priority service calls and coordinate an appropriate response.
- Gather accurate information from customers regarding equipment problems, including equipment type, model numbers, symptoms, and previous service history when available.
- Coordinate with technicians regarding parts, tools, equipment, and special requirements.
- Follow up on open service calls and ensure jobs are properly completed and documented.
- Enter and maintain accurate customer, equipment, and service information in the company's computer system.
- Assist with preparing estimates, invoices, purchase orders, and other service-related paperwork as needed.
- Communicate with management and technicians regarding scheduling conflicts, customer concerns, and urgent service issues.
- Help maintain an efficient daily route schedule to minimize technician drive time and maximize productivity.
- Provide excellent customer service and handle customer complaints or concerns professionally.
- Perform other duties related to the operation of the HVAC service department as needed.
Qualifications
- Previous HVAC, plumbing, electrical, construction, or service-industry experience preferred.
- Previous dispatching, scheduling, customer service, or office experience preferred.
- Basic understanding of residential and/or commercial HVAC systems is a plus.
- Strong communication and organizational skills.
- Ability to multitask and prioritize work in a fast-paced environment.
- Comfortable communicating with customers and field technicians by phone.
- Basic computer skills and ability to learn scheduling and service-management software.
- Ability to remain professional and organized during busy periods.
- Strong attention to detail.
- Reliable attendance and dependable work habits.
- Ability to work independently while also functioning as part of a team.
Desired Qualities
The ideal candidate is:
- Organized — able to keep multiple technicians and service calls moving.
- Dependable — follows through and communicates when problems arise.
- Calm under pressure — able to handle emergencies and schedule changes without becoming overwhelmed.
- Customer-focused — understands that the dispatcher is often the customer's first contact with the company.
- A good communicator — clearly communicates expectations between customers, technicians, and management.
- A problem solver — able to quickly find solutions when schedules or service situations change.
- Team-oriented — works closely with technicians and management to keep the department operating efficiently.
Work Environment
This is a fast-paced office position supporting HVAC technicians in the field. The dispatcher will spend a significant portion of the day communicating by telephone and computer while coordinating multiple service calls and changing schedules.
Performance Expectations
Success in this position will be measured by:
- Efficient technician scheduling and routing.
- Accurate and timely communication with customers and technicians.
- Minimizing unnecessary technician downtime and travel.
- Proper documentation of service calls.
- Customer satisfaction.
- Ability to effectively handle emergency and priority calls.
- Maintaining a professional and positive attitude during busy periods.
Compensation & Benefits
- Competitive hourly wage based on experience.
- Paid time off.
- Company benefits as applicable.
- Training provided on company procedures and software.
Schedule: Full-time
Position: HVAC Service Dispatcher
Reports To: Service Manager / General Manager
Pay: $20.00 - $25.00 per hour
Benefits:
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Work Location: In person
