Dispatcher

Job Description

Job Description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $25 - $35/hr
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

The Dispatcher is responsible for overseeing the daily coordination and distribution of work to Technicians, ensuring efficient service delivery, and supporting dispatch team operations. This role acts as a key point of contact between dispatchers, Service Managers, and Technicians- providing guidance, resolving escalations, and driving adherence to service standards. The Dispatcher plays a pivotal role in optimizing resource allocation, maintaining customer satisfaction, and ensuring seamless operations in line with company policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints.
• Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency.
• Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs.
• Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments.
• Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution.
• Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions.
• Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution.
• Assist in maintaining and updating the “on-call” schedules and verifying appropriate coverage for all service areas.
• Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers.
• Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency.
• Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies.
• Perform additional tasks and responsibilities as assigned to support the team and operations.

Qualifications

Job Requirements

• High school diploma or equivalent experience.
• Associate’s degree or technical certification in a related field, preferred.
• Technical (refrigeration) expertise, preferred.

Work Experience / Skills

• 3–5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail for accurate scheduling and reporting.
• Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers.
• Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Proficiency in using typical business tools including E-Mail, Word, Excel, etc.