HVAC/R Service Dispatcher

Job Description

Job Description

The Dispatcher coordinates the schedules, assignments, and communications for Service Technicians to ensure timely, efficient, and high-quality service delivery. The Dispatcher serves as the primary point of contact for customers, technicians, and management, balancing daily workload, prioritizing urgent calls, and maintaining accurate records of service activities. This role requires excellent customer service skills, attention to detail, multi-tasking ability, and knowledge of HVAC/R systems and service operations.

Qualifications:

• High school diploma or equivalent
• Associate degree or HVACR/business coursework preferred
• 2–5 years in HVACR (or related trade) dispatching, coordination, or service administration
• Familiarity with commercial HVACR service operations strongly preferred
• Experience with field service/dispatch software (e.g., XOI)
• Proficiency with Microsoft Office applications (Word, Excel, Outlook)
• Basic understanding of commercial HVACR terminology and service workflows
• Strong organizational and multitasking skills; able to manage competing priorities
• Excellent verbal and written communication skills for interaction with customers, technicians, and management
• Self-motivated, dependable, reliable, and punctual
• Knowledge of HVAC/R service operations, preventative maintenance schedules, and workflow optimization principles
• Ability to review and interpret work orders, technical notes, and reports to ensure proper technician assignments
• Customer-focused, professional, and proactive
• Ability to commit to overtime and flexible schedules when needed
• Strong problem-solving skills to handle emergency service requests, rescheduling conflicts, and resource constraints
• Attention to detail and ability to maintain accurate records in the software system
• Ability to generate and interpret reports for management to monitor service and performance, technician productivity, and customer satisfaction metrics

Duties & Responsibilities:

• Schedule and dispatch technicians based on skillset, priority, and availability
• Adjust schedules throughout the day for delays, call-ins, emergencies, or customer changes
• Optimize routes and workloads to support response times and productivity
• Coordinate building access requirements and send appointment confirmations
• Create, update, and close work orders in the service management platform
• Ensure job documentation is complete, including technician notes, photos, materials, and time entries
• Track open jobs, return visits, warranty calls, and pending parts or follow-up needs
• Assist with service agreement coordination when needed
• Receive and process incoming service requests via phone, email, or customer portals
• Provide customers with updates, confirmations, and follow-up communication after service completion
• Address basic concerns and escalate complex issues to the Service Manager
• Maintain a professional, customer-focused communication standard
• Provide technicians with job details, history, site instructions, and required documentation
• Track technician status and progress throughout the workday
• Assist with purchasing requests, parts coordination, and scheduling return visits
• Ensure accurate filter and belt lists are documented in each work order based on the maintenance agreement
• Support technician compliance with documentation and timekeeping
• Maintain accurate job statuses and records within dispatch and CRM platforms
• Support billing by verifying completed work, materials used, and recorded labor hours
• Assist with warranty tracking, return visits, and inventory coordination
• Assist with daily and weekly reports on service activity, open jobs, aging work orders