Dispatcher and Customer Service Representative

HVAC Dispatcher

Position Summary

The HVAC Dispatcher is responsible for coordinating and scheduling service technicians to ensure efficient service operations and excellent customer experience. This role manages incoming service calls, assigns technicians based on skill set and location, and maintains clear communication between customers, technicians, and office staff.

The dispatcher plays a key role in maximizing technician productivity, minimizing travel time, and ensuring all service calls are completed efficiently.

Key ResponsibilitiesScheduling & Dispatching

• Schedule and dispatch HVAC service technicians for service, maintenance, and repair calls.
• Prioritize emergency and urgent service requests.
• Adjust schedules throughout the day to optimize technician routes and productivity.
• Monitor technician progress and update schedules as needed.

Customer Communication

• Answer incoming service calls and schedule appointments.
• Provide customers with estimated arrival times.
• Communicate delays or schedule changes to customers.
• Ensure high-quality customer service and professionalism.

Technician Coordination

• Communicate job details clearly to technicians.
• Ensure technicians have necessary job information before arrival.
• Support technicians with scheduling adjustments throughout the day.

Work Order Management

• Create and maintain accurate service tickets in the CRM system.
• Update job status, notes, and completion information.
• Verify that all job information is properly recorded.

Operational Support

• Coordinate with sales, installation, and service departments when needed.
• Track open calls and ensure jobs are completed.
• Assist in handling customer concerns or scheduling conflicts.

Required Skills & Qualifications

• Previous HVAC dispatching or service scheduling experience preferred
• Strong organizational and multitasking skills
• Excellent communication and customer service skills
• Ability to work in a fast-paced environment
• Strong problem-solving ability
• Proficiency with CRM or dispatch software (ServiceTitan, Housecall Pro, etc.)
• Basic understanding of HVAC terminology is a plus

Performance Expectations

The HVAC Dispatcher is expected to:

• Maintain efficient technician scheduling
• Minimize technician downtime
• Ensure high customer satisfaction
• Maintain accurate service records
• Support technicians and office staff in daily operations

Typical Work Environment

• Office-based position
• Fast-paced service environment
• High volume of calls during peak seasons

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have previous dispatching or scheduling experience? If yes, please describe your experience.
• Have you worked in the HVAC, plumbing, electrical, or service industry before?
• What dispatch or CRM software have you used? (ServiceTitan, Housecall Pro, FieldEdge, etc.)
• How many technicians have you managed or scheduled at one time?

Work Location: In person

Salary : $16 - $20