What are the responsibilities and job description for the Dispatcher position at Total Comfort Group?
Job description:
Total Comfort Group is a leading national provider of commercial HVAC services. We specialize in supporting retail and multi-site commercial properties across the United States. With a strong commitment to quality and rapid response, we’ve earned the trust of clients from coast to coast.
What You’ll Do
As a Dispatcher, you’ll be the heartbeat of our service operations—connecting clients, technicians, and internal teams to ensure smooth, efficient, and timely HVAC service delivery. You’ll manage scheduling, resource allocation, and real-time problem-solving to keep our operations running at peak performance.
Key Responsibilities:
- Act as the central communication hub via phone, email, and messaging platforms
- Schedule and assign HVAC service appointments based on technician skillset, location, and client needs
- Monitor technician availability, vehicle status, and equipment readiness to optimize dispatching
- Maintain and manage on-call schedules, including first-call and standby coverage
- Respond to emergency service requests and dispatch technicians promptly
- Troubleshoot service delays and make quick decisions to maintain service quality
- Deliver top-tier customer service by confirming appointments and providing real-time updates
- Track technician certifications and ensure compliance with safety and industry standards
- Review service timecards, work orders, and GPS reports for accuracy
- Maintain and update the dispatch board and service database
- Debrief technicians post-service to ensure quality and gather insights
- Forecast workload 2–3 days ahead and follow up on pending work orders
- Coordinate “Parts Pending” calls and schedule service upon part arrival
- Conduct customer satisfaction surveys and “happy calls”
- Log service invoices and forward payments to accounting
- Keep detailed records of service requests, appointments, and technician activity
- Support office, service, and operations managers with additional tasks as needed
What You Bring
- Proven experience in dispatching, preferably in HVAC or service industries
- Strong communication skills with a calm, professional demeanor under pressure
- Excellent organizational and multitasking abilities
- Familiarity with HVAC terminology and service procedures (preferred)
- Proficiency in dispatching software and computer systems
- Quick-thinking problem solver with sound decision-making skills
- Commitment to safety, compliance, and customer satisfaction
- Flexibility to work shifts and adapt to changing schedules
Why Join Us
- Be part of a fast-growing national company with a strong reputation
- Work in a dynamic, team-oriented environment
- Opportunity to make a direct impact on service delivery and customer satisfaction
- Competitive compensation and benefits package
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Dispatching: 3 years (Required)
Ability to Commute:
- Eatontown, NJ 07724 (Required)
Work Location: In person