Dispatcher

Job Description

Job Description

DISPATCHER - Full Time / Hourly in our FREEDOM Rockledge Branch location

Location: Rockledge, FL 32955

Schedule: Full-Time | Must have Open Availability / Schedule Flexibility that may include evenings and weekends

Compensation: $19.00 - $21.00 / Hour - Based on experience

The Dispatcher supports the day-to-day operations of the company by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. The dispatcher is the liaison between the customer, the Service Technician, the Service Managers and the Customer Service Department.

About us:

Freedom Air & Plumbing proudly serves Rockledge and Florida’s Space Coast with reliable residential HVAC services. We specialize in air conditioning and heating repair, replacement, and maintenance—delivering fast, professional service our customers can trust. As part of a growing home services platform, we combine strong local roots with the resources and stability of a larger organization, offering career growth, ongoing training, and a team-focused culture.

Why Join Us?

• Weekly pay
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Opportunities for advancement in a company that promotes from within

What You'll Do

• Coordinate and schedule service calls, ensuring the right technician is assigned to the right job at the right time
• Serve as a key point of contact between customers, technicians, customer service, and branch leadership
• Monitor and manage the dispatch board to maximize technician productivity, efficiency, and customer satisfaction
• Communicate proactively with customers regarding appointment updates, arrival times, and scheduling changes
• Support technicians throughout the day by providing scheduling updates, job information, and logistical assistance
• Coordinate parts availability, return visits, and follow-up appointments to ensure jobs are completed successfully
• Resolve scheduling challenges and customer concerns with professionalism, urgency, and a solutions-oriented mindset
• Partner closely with Customer Service, Service Managers, and other departments to deliver a seamless customer experience
• Help drive branch performance by keeping technicians productive, appointments on schedule, and customers informed

What We're Looking For

• Strong customer service skills with a passion for helping customers and solving problems
• Excellent communication skills and the ability to build positive relationships with customers, technicians, and internal teams
• Strong organizational and multitasking abilities in a fast-paced environment
• Critical thinker who can make sound decisions and adjust priorities throughout the day
• Detail-oriented with strong follow-through and accountability
• Comfortable using computers, Microsoft Office, email, and scheduling software; ServiceTitan experience preferred
• Self-motivated, dependable, and team-oriented with a positive attitude
• Experience in dispatching, scheduling, call center operations, customer service, or the home services industry preferred
• High School Diploma or equivalent required
• Ability to work a flexible schedule based on business needs

QUALIFICATIONS/ABILITIES:

• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent organizational, detail oriented and follow-through skills
• Ability to manage the dispatch board to benefit the branch as a whole and achieve business objectives while following all operating procedures and provided training
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department.

ESSENTIAL JOB FUNCTIONS:

• Schedule technicians return trips to customers to complete jobs after arrival of parts.
• Enter service calls, schedule calls, and proactively communicate to technicians throughout the day.
• Maintain a constant communication with Service Technicians throughout their scheduled shift through email, text, and phone conversations.
• Dispatch all service calls to ensure maximum scheduling efficiency without compromising client satisfaction.
• Manage the dispatch board to keep field personnel on the move and generating revenue. Make every effort to compress call scheduling effectively and maximize productivity.
• Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window and re-scheduling the time at the client’s convenience.
• Communicate with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to the technicians. Every effort should be made to keep technicians on the job.
• Strictly adhere to the Dispatching for Profits Priority Service Schedule to ensure the “Right” technician is sent to the “Right” appointment.
• Share responsibility to ensure that all technicians arrive at their designated appointments ON TIME.
• Debrief technicians after each call and insist that all employees collect payment immediately after each job is completed.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expeditiously and to the customers’ satisfaction
• Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and to facilitate problem resolution, as necessary.
• Obey the company Code of Ethics, Team Rules, and Team Philosophy
• Ensure safety best practices are followed in the field.
• Other duties as assigned.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Physical Demands:

• Prolonged periods sitting at a desk and working on a computer.
• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20) pounds
• Ability to work more than 40 hours per work week and up to 12 hours per day

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE