COMMERCIAL DISPATCHER

Job Title: Commercial Dispatcher
Department: Commercial Dispatch

Levels: Dispatcher I or Dispatcher II, DOE
Reports To: Miami Director of Operations – Atlantic Coast (A Division of Silver State Refrigeration & HVAC).
Location: Miami, FL
Employment Type: Full-Time

PAY RANGE: $20 TO $24 PER HOUR, DOE

Position Overview:

This role is based in our Atlantic Coast Division office in Miami, Florida.

The Commercial Dispatcher is responsible for efficiently coordinating and dispatching service technicians to various job sites. This role ensures the timely and effective delivery of services to clients, ensuring customer satisfaction while optimizing technician schedules and resources. Strong communication skills and the ability to maintain confidentiality are essential to success in this role.

Duties and Responsibilities

• Schedule and assign service calls to technicians based on priority, location, and technician skill set.
• Monitor real-time job status and adjust assignments as necessary.
• Act as a primary point of contact for customers, providing updates on technician arrival times and job progress.
• Use phone calls, emails and text messages to communicate with customers, technicians and internal teams to ensure clear and timely information exchange.
• Address customer inquiries, complaints, and special requests with professionalism and courtesy.
• Use dispatch software or manual systems to track job details, technician status, and job completion.
• Ensure all work orders, parts, and services are accurately logged in the system.
• Provide technicians with necessary job information, including equipment details, service history, and client expectations.
• Ensure timely arrival of technicians to scheduled appointments and resolve scheduling conflicts.
• Prioritize emergency or high-urgency jobs to minimize downtime and disruptions to client operations.
• Coordinate with the warehouse or parts department to ensure technicians have necessary materials or tools.
• Coordinate with the maintenance and service departments for preventive maintenance scheduling.
• Maintain a thorough knowledge of HVAC, refrigeration and cooking systems to understand technical requirements.
• Maintain consistent and reliable attendance to ensure the smooth operation of the dispatch department.
• Ensure that sensitive or proprietary information, including job details and customer data, is securely stored and only shared with authorized individuals.
• Other duties as assigned.

Qualifications:

Education: High school diploma or equivalent

Experience:

The ideal candidate should have experience in the HVAC and service industry and be familiar with platforms such as:

• ServiceChannel
• Filtrex
• ResQ
• Work order dispatching and scheduling
• Customer communication and technician coordination
• Managing service requests, estimates, and job status updates

Skills:

• Strong organizational and multitasking abilities.
• Excellent communication skills, both verbal and written, with the ability to handle emails, phone calls, and text messages professionally.
• Proficient in dispatch software, scheduling tools, and MS Office Suite.
• Ability to work under pressure and manage time effectively.

Work Environment:

• This position typically operates in a fast-paced, office environment.
• The role may require periodic overtime during peak seasons, including weekends.

Physical Requirements:

• Ability to sit for extended periods of time while managing dispatch activities.
• Ability to communicate effectively with customers, technicians, and office staff.

Additional Notes:

• The Commercial Dispatcher plays a key role in ensuring customer satisfaction through timely and efficient service delivery.
• Strong problem-solving and conflict resolution skills are essential for handling service disruptions or challenging situations.
• The role demands a high degree of confidentiality and professionalism in handling all customer and company information.

ALL OFFERS OF EMPLOYMENT ARE CONTINGENT UPON THE CANDIDATE SUCCESSFULLY PASSING A BACKGROUND CHECK.

https://silverstate.com/careers/

Pay: $20.00 - $24.00 per hour

Benefits:

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

Work Location: In person

Salary : $20 - $24