HVAC Service Dispatcher

Job Description

Job Description

ICS is seeking a highly organized and urgent HVAC Service Dispatcher to support daily service operations in a fast-paced environment. This role is responsible for dispatching HVAC work orders, coordinating technician schedules, confirming job requirements, and ensuring service calls are handled accurately from start to finish.

This is not a basic call center role. The dispatcher is the command center of the service team. You will help keep technicians, customers, and operations aligned by making sure each call is scheduled, assigned, documented, and closed out properly.

The ideal candidate is calm under pressure, detail-oriented, quick to communicate, and able to manage multiple priorities without losing accuracy.

Key Responsibilities

• Dispatch HVAC service work orders to technicians one call at a time.
• Coordinate technician schedules and help ensure calls are assigned efficiently.
• Communicate job details, special requirements, and customer expectations clearly.
• Verify NTE amounts, IVR requirements, paperwork instructions, and closeout information.
• Monitor call progress and follow up to ensure work orders are completed on time.
• Communicate with technicians, customers, dispatch team members, and managers throughout the day.
• Update service systems with accurate notes, status changes, paperwork, and completion details.
• Help resolve scheduling conflicts, urgent service needs, and last-minute changes.
• Maintain a high level of urgency when addressing service delays or customer concerns.
• Support team performance by keeping information organized, accurate, and timely.
• Use Excel, dispatch software, email, and internal systems to track daily activity.
• Ensure company procedures are followed for dispatching, documentation, and job closeout.

Qualifications

• Prior dispatching, service coordination, scheduling, or operations support experience.
• HVAC, facilities maintenance, construction, or field service experience preferred.
• Strong sense of urgency and ability to stay calm in a fast-paced environment.
• Excellent organizational skills with the ability to manage multiple priorities.
• Strong attention to detail, especially with job notes, paperwork, and customer requirements.
• Clear written and verbal communication skills.
• Proficient computer skills, including Excel, email, and service/dispatch systems.
• Ability to prioritize calls, meet deadlines, and adjust quickly when schedules change.
• Professional, dependable, and team-oriented.
• Ability to focus on results while maintaining accuracy and service quality.

Preferred Experience

• HVAC dispatch experience.
• Experience dispatching field technicians.
• Familiarity with work orders, service calls, NTE limits, IVR systems, and job closeout requirements.
• Experience using dispatch, CRM, field service, or customer portal systems.
• Experience working in a high-volume service environment.

Why Join ICS

At ICS, dispatch is mission control. Our dispatchers play a critical role in keeping the business moving, supporting technicians in the field, and making sure customers receive timely, professional service.

We are growing quickly and looking for people who bring urgency, accuracy, teamwork, and accountability to the job every day. If you thrive under pressure and take pride in keeping operations running smoothly, this is an opportunity to grow with a fast-scaling team.