What are the responsibilities and job description for the HVAC Service Coordinator/Dispatcher position at Southcoast Heating & Air Conditioning (owned by American Mechanical Services)?
About the Role
We are hiring a Service Dispatcher to manage scheduling, and service calls for our field team. This role is focused on customer satisfaction, technician quality of service, and meeting the company's service objectives. This is a full-time, in-office position.
Duties and Responsibilities
● Receive and handle inbound customer service requests via phone, email, and text
● Select and dispatch the appropriate service technician based on location, availability, skill level, and customer preferences
● Coordinate activities with Service Supervisors and keep field staff informed on job updates and schedule changes throughout the day
● Maintain positive working relationships with customers and technicians
● Resolve customer complaints promptly
● Create and maintain work orders and purchase orders in Sampro (our service management software)
● Order parts and tools from the supply house for technicians
● Schedule warehouse staff and driver as needed
● Set up new client accounts and maintain accurate records for service contracts, work tickets, and quoted jobs
● Schedule and manage preventative maintenance customers, including generating PM work orders twice a year (spring and fall)
- ● Process monthly preventative maintenance reports
● Track service contracts to ensure work is performed in line with the agreement
● Process weekly billing worksheets
● Set up sold jobs and contracts and assign to the appropriate supervisor
● Input technician labor hours into the system for payroll purposes
● Support the office team with phone coverage as needed
● Various other service admin duties as needed
Requirements
● Previous dispatching experience in a trade or field service environment (HVAC, plumbing, electrical, etc.)
● Able to manage multiple technicians and jobs at the same time without dropping the ball
● Professional phone manner with customers and field staff
● Willing to learn Sampro (training provided)
● Stays organized and calm when things get busy
Preferred
● Experience with Sampro or similar field service software
● Knowledge of HVAC terminology
● Experience scheduling preventative maintenance or service contracts
Compensation and Benefits
● Full-time, Monday through Friday
● Benefits available
● In-office position based in San Diego
American Mechanical Services (AMS) is one of the nation’s leading providers of commercial heating, ventilation, and air conditioning (HVAC) maintenance, repair, replacement, and new equipment installation, as well as plumbing and related services. Be part of a growing Employee Owned Company! American Mechanical Services (AMS) is a dynamic organization focused on serving commercial, industrial and institutional property owners and managers through a strategic partnership.
American Mechanical Services facilitates the long-term management of HVACR, and Plumbing systems. We have locations in Denver, Colorado Springs, Dallas, Houston, San Diego, Washington DC/Baltimore, Los Angeles, and Indianapolis. We are a company dedicated to growth of our employees and customer base. We are a drug-free environment and require a valid driving license.
Salary : $24 - $28