Service Dispatcher - HVAC / Plumbing Service

Service Dispatcher - HVAC / Plumbing Service

System One is seeking an organized, detail-oriented, and customer-focused Service Dispatcher to support our commercial HVAC and plumbing service operations. This role is responsible for receiving service requests, gathering complete customer and site information, assessing urgency, coordinating technician assignments, communicating with customers and field personnel, and helping ensure each technician is dispatched with the right information before labor is committed. The ideal candidate will have excellent communication skills, the ability to work under pressure, experience in the HVAC industry, familiarity with the Houston service market and supply houses, and a strong understanding of what may be considered an emergency in HVAC or plumbing service. This person must be a team player with a positive, "can-do" attitude, strong organizational skills, and excellent attention to detail.

Responsibilities:

• Receive and document incoming HVAC/plumbing service requests.
• Create complete and accurate work orders.
• Dispatch technicians based on priority, location, skill match, and customer needs.
• Communicate clearly with customers, technicians, vendors, and internal team members.
• Identify emergency or urgent service conditions.
• Confirm site contacts, access instructions, safety concerns, authorization, NTE limits, parts status, and expected outcome.
• Coordinate with Houston-area supply houses and vendors when parts or materials are needed.
• Maintain accurate notes and support billing-ready documentation.
• Help ensure technicians receive a clear, complete dispatch handover.

Requirements:

• Prior experience in dispatch, service coordination, customer service, or administrative support in a fast-paced service environment.
• Experience in the HVAC industry is highly preferred, especially commercial HVAC service.
• Practical understanding of HVAC service terminology, service urgency, equipment issues, technician dispatching, and customer communication.
• Ability to recognize and properly communicate emergency or urgent HVAC/plumbing service situations.
• Excellent verbal and written communication skills, strong organizational skills, and attention to detail.
• Ability to work under pressure, manage multiple priorities, and make sound decisions in a fast-moving environment.
• Strong customer service mindset with the ability to communicate professionally with customers, technicians, vendors, and internal team members.
• Ability to document complete and accurate service information.
• Ability to coordinate schedules, technician availability, customer priorities, and job requirements.
• Team player with a positive, flexible, and "can-do" attitude.
• Ability to follow established processes while also using practical judgment when situations change.
• Proficiency with computers, email, Microsoft Office, and service/dispatch software.

Preferred Qualifications:

• Experience dispatching commercial HVAC or plumbing technicians in the Houston area.
• Familiarity with Houston-area HVAC and plumbing supply houses, vendors, and parts pickup coordination.
• Knowledge of Deltek ComputerEase or similar construction/service ERP software.
• Experience supporting commercial mechanical contractors, service departments, facilities customers, or building maintenance environments.
• Experience coordinating emergency service calls, after-hours calls, high-priority customer requests, or technician routing.
• Familiarity with work orders, purchase orders, NTE limits, service agreements, warranty calls, time and material billing, and customer authorization processes.
• Ability to understand basic HVAC/plumbing service issues well enough to ask good intake questions and communicate clearly with technicians.

System One, and its subsidiaries including Joul and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.