What are the responsibilities and job description for the HVAC Dispatcher position at Staton Heating, Cooling & Plumbing?
Dispatcher (Performance-Driven | Operations Control)
This is not a scheduling role.
This is an operations control position.
Our Dispatchers own the board. They make real-time decisions that directly impact revenue, technician productivity, and customer experience. If you thrive in fast-paced environments, think strategically under pressure, and aren’t afraid to make the call — this role is for you.
Dispatchers are decision-makers, not order-takers. You will control the daily schedule, adapt to constant change, and keep operations moving forward no matter what the day throws at you.
What You’ll Own- Full daily execution of the schedule using performance dispatching
- Assigning the right technician to the right job at the right time
- Real-time schedule adjustments: emergencies, cancellations, re-routes, and call stacking
- Board control for assigned departments or technician groups
- Clear communication with technicians, CSRs, customers, and leadership
- Accurate, real-time updates in ServiceTitan
- Enforcing arrival windows and managing customer expectations
- Monitoring technician progress and proactively adjusting assignments
- Partnering with other dispatchers to maintain full operational coverage
You are empowered to:
- Reassign jobs based on technician skill, performance, and job fit
- Adjust routes and schedules to protect on-time performance and revenue
- Push back on non-urgent requests that compromise the board
- Make real-time decisions without waiting for leadership approval (within guidelines)
- On-time arrival performance
- Technician productivity and utilization
- Schedule efficiency and minimized downtime
- Accuracy and cleanliness of the board in ServiceTitan
- Clear, proactive communication — especially on high-pressure days
- Team $/Opportunity
- Daily completed revenue
- Replacement opportunity flip rates
- Re-dispatch and reschedule frequency
- Customer communication adherence
- Highly organized and decisive
- Calm and controlled under pressure
- Confident communicator who can manage strong personalities
- Solution-focused and accountable
- Comfortable owning outcomes — not passing decisions upward
- ServiceTitan (required)
- Slack
- Outlook
- Internal dashboards and KPI tools
- CSRs & Call Center
- Field Technicians
- Service Managers
- Operations Leadership
- Customer Experience Team
Bottom line:
- If you want a role where your decisions matter every hour of every day, this is it.