Service Dispatcher & Call Specialist

Job Description

Job Description

About Your Role At One Hour Heating & Air Conditioning

At One Hour Heating & Air Conditioning, we don't just fix HVAC systems — we deliver peace of mind. As a Call Taker / Dispatcher, you are the heartbeat of our operations and the first impression every customer experiences. We're looking for a radiant, detail-oriented professional who thrives in a fast-paced environment and takes genuine pride in world-class service.

What you'll do

• Handle inbound calls with warmth and efficiency, targeting a 3–5 minute average handle time without ever making customers feel rushed
• Maintain and optimize service technician schedules to ensure on-time arrivals and maximum field efficiency
• Dispatch the right technician to every call using critical thinking, skill assessment, and prioritization
• Act as the primary communication link between customers and technicians — including daily debriefs
• Manage callbacks, follow-up calls, and preventive maintenance scheduling
• Maintain accurate customer database records in ServiceTitan
• Review completed service work orders for accuracy and flag discrepancies
• Resolve customer concerns with empathy and professionalism, escalating when necessary
• Participate in all company-sponsored training and development programs

What you bring

• 1–2 years dispatching or high-volume customer service (HVAC / home services a plus)
• Exceptional verbal and written communication
• Comfortable with ServiceTitan or similar scheduling software
• Proficient in Microsoft Word & Excel
• Strong geographical knowledge or GPS / map reading skills
• GED or High School Diploma
• Ability to pass background check & drug screen

Benefits & perks

• Competitive pay
• Full health coverage
• Paid training
• 80 hours upfront PTO
• 401(k) match

Who you are

• Naturally calm under pressure with a solutions-first mindset
• Highly organized — you juggle multiple priorities without dropping the ball
• Empathetic listener who makes every caller feel heard
• Results-driven and team-focused
• Committed to a customer-first, professional image
• Willing to work extended hours or weekends when needed