Service Dispatcher – HVAC & Plumbing

Dispatcher

The Dispatcher will be responsible for scheduling and assigning technicians. This includes handling incoming phone calls, emails, and online portal service requests, as well as receiving input from other members of the team. The Dispatcher will work closely with the Service and Operations teams to ensure all customer needs are addressed in a timely manner and completed accurately.

Essential Duties and Responsibilities:

• Schedule routine maintenance and demand service appointments with customers.
• Assign technicians to scheduled appointments based on appropriate skills and availability.
• Review completed inspections and service reports to identify next steps.
• Source parts and pricing from applicable vendors and subcontractors.
• Ensure estimates are completed and sent within 24 hours.
• Communicate with vendors and suppliers regarding ship dates and estimated arrival times.
• Confirm receipt of ordered parts and schedule return visits to complete repairs.
• Ensure all job-specific instructions are shared with field technicians.
• Close out customer service requests and ensure all completed work is invoiced.
• Work with various stakeholders, including customers, property managers, technicians, and the management team.
• Handle multiple customer calls and requests while working under pressure to meet deadlines.

Skills and Qualifications:

• Associate degree preferred; high school diploma or equivalent required.
• Three years of previous dispatching experience in an HVAC or plumbing business preferred.
• General knowledge of HVAC industry standards and equipment.
• Previous experience with ServiceTitan or similar scheduling software preferred.
• Previous experience purchasing HVAC parts and equipment is a plus.
• Ability to learn and utilize various types of software, online portals, and communication tools.
• Strong verbal and written communication skills.
• Strong problem-solving skills and excellent customer service ability.
• Strong time management and organizational skills.
• Positive and professional phone presence with customers and team members.
• Self-driven with strong attention to detail.
• Ability to work under pressure and meet deadlines.
• Adaptable, flexible, and innovative team player.