Service Dispatcher

Job Description

Job Description

Service Dispatcher

$22.00 - $28.00/hour | Winchester, VA

Cool Techs Heating & Air is a family-owned HVAC company serving the Shenandoah Valley since 2014. We've built our reputation on dependable service, honest communication, and doing the job right.

As our Dispatcher / CSR, you'll be responsible for coordinating the daily schedule, communicating with customers, and supporting our technicians to keep operations running smoothly from the first call to the final service.

This is a fast-paced, high-impact role that directly affects customer experience and daily operations.

Benefits

• Medical Insurance (50% employer-paid) + Dental & Vision
• Simple IRA with 3% company match
• Paid Time Off + Paid Holidays

100% Company-Paid Coverage:

• Long-Term Disability
• Life/AD&D Insurance ($50K)
• Accident & Critical Illness

Primary Job Function: Serve as the central point of coordination for daily service operations by managing and optimizing the schedule, dispatching technicians in real time, and ensuring clear communication between customers and the field team.

This role includes:

• Managing and adjusting the daily service schedule to maintain a full, balanced board
• Dispatching technicians and monitoring call progress throughout the day
• Prioritizing calls and making real-time scheduling decisions
• Answering inbound calls and converting them into booked appointments
• Making outbound calls (maintenance due, unscheduled customers, follow-ups)
• Confirming appointments and keeping customers informed of arrival times
• Handling reschedules, return visits, and customer concerns professionally
• Ordering parts, tracking availability, and coordinating return visits
• Maintaining accurate customer records, job notes, and scheduling details
• Supporting invoicing, timecards, and coordination with accounting
• Communicating clearly with technicians, management, and customers

This role requires someone who stays organized, proactive, and in control of a fast-moving schedule throughout the day.

Work Hours: Monday - Friday, 8:00 AM to 4:30 PM (Some overtime as needed)

Required Qualifications

• 2+ years administrative or office experience
• Dispatching experience preferred
• High School diploma or equivalent (minimum)
• HVAC or related industry experience a plus
• Strong written and verbal communication skills
• Comfortable managing high call volume in a fast-paced environment
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Knowledge of dispatching software preferred (ServiceTitan experience is a strong plus)
• Strong prioritization and organizational skills
• High attention to detail with the ability to follow through
• Geographical knowledge of the service area is a plus

Candidates will be required to pass a background check and drug screening upon being given a conditional offer of employment