Dispatcher Customer Service Representative

An HVAC dispatcher acts as the central hub connecting customers with field technicians, responsible for scheduling, routing, and communicating to ensure efficient service delivery. They prioritize service calls, manage technician schedules, update systems in real-time, and handle emergency repairs. Key skills include dispatch software proficiency, multitasking, and customer service. Key Responsibilities: Scheduling & Routing: Assigning the right technicians to jobs based on skill, location, and availability to maximize efficiency and minimize drive time. Customer Service: Answering calls, scheduling appointments, providing ETAs, and updating customers on arrival times. Technician Coordination: Communicating job details, parts required, and site information to field staff, often while they are on the move. Emergency Dispatch: Adjusting schedules quickly to accommodate urgent, high-priority service calls. Data Entry/Records: Maintaining accurate customer records and job notes in company software. Required Qualifications & Skills: Experience: Previous experience in dispatching, customer service, or HVAC/construction industry dispatching is highly preferred. Technical Skills: Proficiency with phone systems, computers, and scheduling software Communication: Excellent verbal and written skills for coordinating with technicians and clients. Geography: Strong knowledge of the local service area to plan efficient routes. Work Environment Fast-paced office environment, occasionally with remote/work-from-home options. High-pressure, particularly during peak seasons (summer/winter). Typical Qualifications Needed Must be able to pass a drug screen Must have reliable transportation Often 13 years of experience in scheduling or dispatching roles.