Dispatcher

HVAC Customer Service Representative & Dispatcher

The HVAC Customer Service Representative & Dispatcher provides an exceptional service experience for customers from the initial phone call through the completion of the service visit. This role coordinates incoming HVAC service requests, creates and schedules work orders, and dispatches technicians efficiently while maintaining clear, empathetic communication with both customers and field staff. The position focuses on the HVAC side of the business and plays a key role in balancing customer needs with company profitability.

Responsibilities:

• Receive and process incoming service requests for HVAC service via phone, email, and online inquiries.
• Create accurate work orders and ensure all relevant customer and job information is captured and updated.
• Schedule service calls, maximizing the daily schedule to meet customer needs and support company profitability.
• Review after-hours calls and coordinate appropriate follow-up, including contacting customers and scheduling service.
• Monitor the general information email inbox for service requests and other inquiries and route them to the appropriate person.
• Dispatch HVAC technicians, matching the right technician to the right job based on skills, availability, and location.
• Perform follow-up calls with customers as needed to confirm appointments, gather additional information, or ensure satisfaction.
• Distribute after-action items to the appropriate internal contacts, such as notifying staff about warranty calls or invoicing requirements.
• Review and schedule commercial and residential maintenance visits to ensure contractual obligations to customers are fulfilled.
• Maintain positive, professional communication with managers, coworkers, technicians, and customers at all times.
• Focus on the HVAC service operations to support smooth workflows and high-quality customer experiences.
• Perform other dispatch and customer service duties as assigned by management.

Essential Skills:

• At least 2 years of dispatch experience for a services-based company (not trucking or route dispatch), preferably within a skilled trades environment such as HVAC.
• Proven customer service skills, including professional phone etiquette and the ability to handle a high volume of calls.
• Strong attention to detail when creating work orders, scheduling, and documenting service information.
• Ability to multitask effectively in a fast-paced environment while managing multiple service requests and technician schedules.
• Experience with dispatching technicians and coordinating service calls.
• Ability to schedule and manage work orders for both commercial and residential customers.
• Clear, positive communication skills with managers, coworkers, technicians, and customers.
• Ability to focus on HVAC-related service operations and understand the importance of matching technician skills to job requirements.

Additional Skills & Qualifications:

• Experience in a trades-based service company, particularly in HVAC, is preferred.
• Demonstrated ability to maximize scheduling efficiency to support both customer satisfaction and company profitability.
• Comfort responding to online inquiries and monitoring shared email inboxes for service-related requests.
• Ability to conduct follow-up calls and communicate after-action items clearly to internal stakeholders.
• Strong organizational skills and reliability in handling time-sensitive service requests and maintenance scheduling.

Work Environment:

This is a full-time, onsite role working Monday through Friday from 7:00 a.m. to 4:00 p.m. The position is based in an office environment where the dispatcher collaborates closely with technicians and office staff to coordinate HVAC service operations. The role involves consistent use of phones, computers, and dispatch/scheduling systems, and requires being present on-site five days a week to support real-time communication and coordination.

Job Type & Location:

This is a Contract to Hire position based out of Northampton, PA.

Pay and Benefits:

The pay range for this position is $18.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a fully onsite position in Northampton, PA.

Application Deadline:

This position is anticipated to close on Oct 9, 2026.