HVAC Service Dispatcher

Townsend Energy | Danvers, MA

Since 1931, we have proudly served our community as a trusted provider of energy and HVAC solutions for residential and light commercial customers. Our commitment to outstanding service has remained constant throughout our history, with customer satisfaction continuing to guide everything we do.

We are deeply committed to providing exceptional customer service; our customers are and will continue to be at the center of everything we do!

Job Title: HVAC Service Dispatcher

Pay: $23.00 - $31.25 Per hour. We pay for experience

Work Hours: 7:30am to 3:30pm | Monday through Friday

Location: Onsite in Danvers, MA

Job Summary:

The Service Dispatcher is responsible for coordinating and optimizing the service schedules for our HVAC divisions during the week. This position is an integral part of our operations team, working closely with other dispatchers, technicians, and customer service representatives to ensure timely responses to customer requests and maintain seamless communication between various departments.

Qualifications:

• Minimum of two years of experience in an administrative or office environment, including customer support, scheduling, dispatch coordination, or a comparable mix of education and practical experience
• Experience with industries such as fuel delivery, propane, gasoline, diesel, HVAC services, or backup power systems is considered a strong asset
• Strong verbal and written communication skills, with the ability to stay calm and professional in fast-paced or high-pressure situations
• Excellent organizational and time-management abilities, with a keen eye for detail and the capacity to manage multiple priorities efficiently
• Comfortable using dispatch management systems, GPS technology, and other computer-based operational tools
• High school diploma, GED, or an equivalent educational qualification required

Benefits:

• Medical Insurance with company contribution for individuals and family; FSA and HSA options
• Vision and Dental Insurance
• Basic Life and AD&D Insurance
• Long-Term Disability
• 401k with company match
• 80 hours of vacation; accrued
• 40 hours of sick leave
• 9 Paid Holidays, including floating holidays
• Employee Assistance Program
• Group Insurance Discount available to Townsend employees for home, auto, renter's and recreational vehicles
• Discount on Townsend Energy products and services
• Group rates for elective insurance benefits - Disability; Accident; Life; Cancer; Critical Illness; Hospital Confinement; supplemental Dental

What you will be doing:

• Answering incoming calls, and emails
• Handling customers inquiries, providing professional and courteous responses. Ensuring all customer service requests are promptly addressed and scheduled for appropriate action
• Plans and optimize service routes to maximize efficiency and driving times while considering technician availability
• Scheduling service calls & dispatching technicians
• Coordinate and schedule planned maintenance accounts
• Updating customers with service status / lead time for service calls
• Accurately update and maintain records of service calls, and customer interactions in dispatch software system
• Maintains constant communication with other dispatchers, technicians, and customer service representatives to relay vital information, updates, and changes in schedules.