HVAC Dispatcher

The Dispatcher is responsible for coordinating service technicians, scheduling customer service requests, and supporting the daily operations of the Service Department. This position serves as a primary communication link between customers, technicians, managers, and internal departments to ensure timely, efficient, and professional service delivery. The Dispatcher prioritizes work based on customer needs, technician skillsets, geographic location, contract obligations, and service urgency. Successful performance in this role requires strong organizational skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment while maintaining a high level of customer service. Work is performed with a focus on safety, quality, responsiveness, teamwork, and customer satisfaction. Duties Include: Receive, prioritize, and schedule incoming service requests, maintenance visits, warranty calls, and emergency service calls. Dispatch technicians based on availability, qualifications, certifications, workload, and customer requirements. Monitor technician schedules and adjust assignments throughout the day to maximize efficiency and response times. Maintain communication with field technicians regarding schedules, job status changes, customer issues, and completion updates. Provide customers with scheduling information, arrival updates, and professional service communication. Coordinate emergency and after-hours service coverage in accordance with department procedures. Review and monitor open work orders to ensure timely completion and proper follow-up. Assist with scheduling preventative maintenance activities and recurring customer service agreements. Input, maintain, and update service information within company software systems. Coordinate with Parts, Purchasing, Accounting, and Operations teams to support service activities. Review technician notes, service documentation, and completed work orders for accuracy and completeness. Support Service Managers with workload planning, technician utilization, reporting, and operational coordination. Maintain accurate customer records and service history information. Respond professionally to customer concerns and assist in resolving scheduling-related issues. Promote positive working relationships with customers, technicians, vendors, and fellow associates. Follow all company policies, procedures, and safety guidelines. Perform additional duties as assigned. Job Qualifications & Physical Requirements Must possess strong organizational, scheduling, and time management skills. Must be capable of managing multiple tasks and changing priorities throughout the workday. Must demonstrate strong verbal and written communication skills. Must exercise professionalism, discretion, and sound judgment when interacting with customers and associates. Must be proficient in Microsoft Office applications and capable of learning company software systems. Must be able to analyze information, identify scheduling conflicts, and prioritize work appropriately. Must be capable of working independently while maintaining effective collaboration with team members and managers. Must be capable of sitting, standing, walking, reaching, and operating standard office equipment throughout the workday. Hearing, vision, and communication abilities must be sufficient to effectively communicate with customers, associates, vendors, and management through telephone, electronic, and in-person communication. Must be capable of working in a fast-paced office environment with frequent interruptions and changing priorities. Requirements: High School Diploma or GED. Minimum three (3) years of experience in dispatching, scheduling, customer service, administrative coordination, or related operational support roles. Strong computer proficiency, including Microsoft Outlook, Word, and Excel. Excellent customer service and communication skills. Strong attention to detail and organizational abilities. Ability to maintain confidentiality and professionalism. Ability to pass required background screening and employment requirements. Equivalent combinations of education, training, certifications, and relevant experience may be considered in lieu of specific requirements. Education and Experience: Commercial HVAC, mechanical contracting, construction, facility services, or service operations experience preferred. Experience with service management or dispatch software preferred. Knowledge of commercial HVAC service terminology preferred Experience supporting service technicians and field personnel preferred. Equal Opportunity Employer, including disabled and veterans. #J-18808-Ljbffr