HVAC Dispatcher

Client: A client in the construction industry
Location: Weymouth, MA
Work mode: On-site
Experience: Mid Level
Work authorization: US Citizen/Permanent Resident
Relocation: Not available
Openings: 1

This is a dispatch role today, and it is built to become something bigger. As we roll out BuildOps, our field service platform, more of the routine scheduling work will be handled by the system and the service managers. That frees this seat to become the customer-facing hub of the service department: owning the customer relationship from the first call through job completion, managing service agreements and renewals, and supporting quoting and billing. If you have dispatched and wanted more ownership of the customer side, this is that path.
Candidates must have HVAC/R dispatch, HVAC/R office or field experience, or construction industry dispatch experience.
What you will do
Day one: dispatch and coordination
• Schedule and dispatch technicians based on skill, priority, and availability, and adjust throughout the day as emergencies, delays, and customer changes come in
• Take incoming service requests by phone, email, and customer portal and get them into the system accurately
• Provide technicians with job details, site history, access requirements, and documentation, and track their progress through the day
• Create, update, and close work orders, and make sure job documentation is complete (notes, photos, materials, time)
• Track open jobs, return visits, warranty calls, and parts holds so nothing falls through the cracks
• Confirm filter and belt lists on maintenance work orders match the service agreement
• Support billing by verifying completed work, materials, and labor before invoices go out
Where the role grows: customer service and account support
• Become the primary point of contact for our commercial customers, keeping them informed and confident throughout every service visit
• Manage service agreement scheduling, renewals, and customer follow-up
• Support quote preparation and follow-up on open proposals
• Build and maintain the customer records and reporting that management uses to track response times, technician productivity, and customer satisfaction
• Help shape how our customer service process works as we scale
What we are looking for
• 2 to 5 years in HVAC/R or a related trade in dispatching, coordination, or service administration
• Working knowledge of commercial HVAC/R terminology and how a service department runs
• Experience with a field service or dispatch platform (BuildOps experience is a plus, not a requirement)
• Solid Microsoft Office skills, especially Outlook and Excel
• Strong written and verbal communication; you will be talking to facility managers, technicians, and ownership every day
• Calm under pressure, organized, and able to juggle competing priorities without losing accuracy
• Someone who takes ownership of the customer experience and wants a role that expands with the company
• Dependable and punctual, with flexibility for occasional extended hours during peak season or emergencies
• High school diploma or equivalent required; associate degree or HVAC/R or business coursework a plus