Experienced HVAC Dispatcher

Job Description

Job Description

HVAC DISPATCHER
Schedule Ownership • Communication • Follow-Through
High Performance Home Systems (HPHS) is looking for a friendly, upbeat, and highly organized HVAC Dispatcher. This person is the communication hub between our customers, technicians, subcontractors, builders, vendors, and leadership. Success requires sound judgment, realistic scheduling, quick follow-through, and ownership of the details that keep work moving.
OUR CORE VALUES
Industry Leader • HPHS Family • Integrity • Innovative • Passionate • Commitment • Consumer Education The dispatcher is the face and voice of HPHS and owns the daily schedule from the first call through a successful handoff. KEY RESPONSIBILITIES

• Serve as a friendly, professional, and upbeat first point of contact by phone, text, and email.
• Manage the daily dispatch board and communicate clearly with customers, technicians, subcontractors, builders, vendors, and team members.
• Develop a practical understanding of the time, crew, parts, and equipment typically required for service repairs, installations, inspections, and follow-up work.
• Schedule realistic appointment windows and job durations while balancing urgency, technician skill, geography, availability, and customer expectations.
• Confirm appointments, communicate schedule changes promptly, and keep customers informed about arrival expectations and delays.
• Establish an organized system that tracks open jobs, pending parts, return visits, permits, inspections, customer concerns, and other loose ends through completion.
• Help source and order parts, materials, and equipment quickly; verify availability and expected delivery dates.
• Create and issue accurate purchase orders and maintain supporting documentation in the service management system.
• Schedule permits and inspections, track their status, and coordinate required access or follow-up.
• Support routine customer service needs, remain calm during difficult situations, and escalate concerns promptly when leadership involvement is needed.
• Maintain accurate customer, job, equipment, scheduling, and communication notes in the company's service management software.
• Coordinate with field and office teams so technicians arrive prepared and customers receive consistent information.
• Identify scheduling conflicts or resource shortages early and communicate solutions before they affect the customer.
• Represent HPHS core values in every interaction and help ensure no customer, job, part, permit, or commitment falls through the cracks.

WHAT WE'RE LOOKING FOR

• Exceptional organization, communication, follow-through, and attention to detail.
• ServiceTitan experience or equivalent is mandatory; experience with similar HVAC or home-service software is also valuable.
• HVAC, home-services, construction, or field-service dispatch experience preferred.
• Ability to understand work scope and translate it into practical scheduling time, staffing, and material needs.
• Strong computer aptitude and the ability to learn new programs and vendor portals quickly.
• Friendly, positive, and professional demeanor with customers and coworkers.
• Ability to stay calm, prioritize quickly, and make sound decisions in a fast-moving environment.
• Comfort communicating with homeowners, builders, subcontractors, technicians, vendors, and leadership.
• Strong ownership, accountability, teamwork, and commitment to HPHS core values.

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