Dispatcher

Job Description

Job Description

HVAC Dispatcher

Our company is seeking an  experienced Lead HVAC Dispatcher to oversee daily dispatch operations and help keep our HVAC service department running efficiently. This role is responsible for owning the dispatch board, coordinating HVAC technicians, optimizing daily schedules, managing service calls, and ensuring technicians and customers have the information they need throughout the day.

The ideal candidate has  hands-on HVAC or home-services dispatching experience and understands the fast-paced nature of residential service. You should be comfortable making real-time decisions, adjusting technician schedules, handling emergencies and delays, communicating with customers and technicians, and keeping the day moving when unexpected issues arise.

This is a  hands-on leadership role for someone who knows dispatch, understands technician workflow, and can confidently take ownership of the board.

Schedule

• Full-Time | In-Office
• Monday–Friday
• Occasional evenings and weekends based on business needs
• On-call support as needed
• Weekend and evening shifts may be eligible for remote work

What We're Looking For

• 2+ years of dispatching experience in HVAC, plumbing, electrical, or residential home services
• Strong understanding of HVAC service dispatching and technician scheduling
• Experience managing a high-volume service board with multiple technicians
• Experience scheduling and prioritizing service calls, emergency calls, maintenance, callbacks, and follow-up work
• Previous lead, senior dispatcher, or team-lead experience preferred
• ServiceTitan experience strongly preferred
• Strong understanding of technician availability, skill sets, job duration, geographic coverage, and route optimization
• Ability to make quick decisions and adjust schedules throughout the day
• Strong communication and customer service skills
• Highly organized with excellent attention to detail
• Ability to remain calm and solution-oriented in a fast-paced environment
• Comfortable coaching, supporting, and holding dispatch team members accountable

Key Responsibilities

Own the HVAC Dispatch Board

• Take ownership of the daily dispatch board and ensure technicians remain productive and properly scheduled.
• Prioritize service calls based on customer needs, urgency, technician skill set, availability, location, and department priorities .
• Monitor the board throughout the day and make real-time adjustments as schedules change.
• Balance emergency calls, maintenance appointments, callbacks, sold work, and follow-up appointments.

Dispatch & Coordinate Technicians

• Monitor technician locations, job status, schedules, and estimated completion times.
• Assign calls based on technician availability, skill level, location, and job requirements.
• Minimize technician downtime and unnecessary drive time.
• Proactively identify scheduling conflicts and delays before they impact customers.
• Coordinate technician assistance, reschedules, and changes throughout the day.

Customer Communication

• Ensure customers receive accurate appointment information and technician arrival updates.
• Communicate schedule changes, delays, and updated ETAs professionally and promptly.
• Assist with escalated customer concerns related to scheduling and technician arrival times.
• Help ensure customers receive a smooth and professional service experience.

ServiceTitan Management

• Maintain accurate customer and job information in ServiceTitan .
• Ensure calls are properly scheduled, updated, documented, and closed out.
• Monitor job notes, tasks, follow-ups, materials, equipment, and required documentation.
• Ensure dispatchers are following established ServiceTitan processes and procedures.

Lead & Support the Dispatch Team

• Serve as a resource and point of contact for dispatchers throughout the day.
• Provide guidance when dispatchers encounter difficult scheduling or customer situations.
• Help ensure dispatch procedures, communication standards, and expectations are consistently followed.
• Coach team members when needed and communicate performance concerns to management.

Drive Technician Productivity & Department Performance

• Optimize technician schedules to maximize productivity and reduce downtime.
• Identify opportunities to fill open schedule capacity with appropriate calls.
• Support daily department revenue and productivity goals.
• Monitor callbacks, unfinished work, follow-ups, and opportunities that need to be rescheduled.
• Work closely with Service Managers and other departments to keep work moving efficiently.

Problem Solving & Escalations

• Act as an escalation point for technician, customer, and scheduling issues.
• Quickly respond to unexpected call-outs, emergencies, delays, vehicle issues, job overruns, and other scheduling challenges.
• Anticipate potential problems and take action before they impact the customer or technician.
• Maintain composure and professionalism during high-pressure situations.

What Success Looks Like

A successful Lead HVAC Dispatcher:

• Keeps the dispatch board organized and productive.
• Gets the right technician to the right call at the right time .
• Minimizes technician downtime and unnecessary drive time.
• Keeps customers informed and reduces scheduling-related complaints.
• Proactively identifies and resolves problems.
• Maintains accurate information in ServiceTitan.
• Supports and holds the dispatch team accountable.
• Helps the HVAC department meet its daily productivity and revenue goals.

Why Join Us?

Supportive Culture: Join a driven, collaborative team that values accountability, teamwork, and having fun while delivering exceptional service.

Meaningful Impact: Dispatch plays a critical role in technician productivity, department performance, and customer satisfaction.

Growth Opportunities: Receive ongoing paid training, mentorship, and opportunities for career advancement.

Benefits

• Competitive Pay
• Health, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Paid Holidays
• Paid Training
• Career Growth Opportunities

Disclaimer: By submitting your application, you authorize us to contact you by phone, email, and text regarding current and future employment opportunities.