HVAC SERVICE DISPATCHER

Job Description

Job Description

 

HVAC Service Dispatcher

Position Summary

We are seeking a highly organized, customer-focused Service Dispatcher to join our team. The Service Dispatcher plays a critical role in coordinating daily service operations by scheduling technicians, managing incoming service requests, and ensuring timely communication between customers, field personnel, and internal departments. This position requires exceptional multitasking abilities, strong attention to detail, and the ability to thrive in a fast-paced environment while delivering outstanding customer service.

Key Responsibilities

• Receive and process incoming customer service calls, emails, and online service requests.
• Create and manage service work orders and dispatch tickets accurately and efficiently.
• Schedule and dispatch technicians based on customer needs, technician availability, skill sets, and geographic location.
• Monitor technician schedules throughout the day and make adjustments as priorities change.
• Maintain ongoing communication with technicians, supervisors, customers, and other departments to ensure timely service completion.
• Coordinate emergency and priority service requests while maintaining daily schedules.
• Track the progress and completion of service calls and ensure all documentation is complete.
• Maintain accurate customer records, service histories, and work order documentation.
• Assist with billing preparation, service agreements, contract administration, and other administrative tasks as needed.
• Prepare daily technician schedules and support operational planning.
• Collaborate with Accounting, Project Management, Estimating, and other departments to ensure smooth workflow and exceptional customer service.
• Resolve scheduling conflicts and customer concerns professionally and efficiently.
• Utilize Sage Field Operations dispatch software to optimize technician routes and productivity.
• Ensure all service information is entered accurately into company software and databases.

Qualifications

• High school diploma or GED required.
• Previous experience as a Service Dispatcher, Scheduler, Customer Service Representative, or in a similar coordination role required.
• Experience in construction, mechanical, HVAC, plumbing, electrical, or service contracting industries is considered an asset.
• Experience with Sage 300 Construction and Real Estate (Sage 300 CRE) is strongly preferred.
• Experience using dispatch, scheduling, ERP, or work order management software is preferred.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.

Skills & Abilities

• Outstanding customer service and communication skills.
• Strong organizational and time management abilities.
• Ability to multitask and prioritize competing demands in a fast-paced environment.
• Excellent problem-solving and decision-making skills.
• High attention to detail and accuracy.
• Ability to remain calm and professional under pressure.
• Strong teamwork and collaboration skills.
• Comfortable learning and using multiple software applications and databases.
• Ability to communicate effectively with customers, technicians, supervisors, and office staff.

Work Environment

This position is primarily office-based and involves frequent interaction with customers, technicians, and internal team members via phone, email, and computer systems. The successful candidate must be comfortable managing multiple priorities while maintaining a high level of professionalism and accuracy.

 

Why Join Our Team?

As a Service Dispatcher, you play a vital role in delivering exceptional customer service and ensuring efficient field operations. Your coordination and communication skills directly contribute to customer satisfaction, technician productivity, and the overall success of our service department. When the year allows, we have semi annual bonus opportunities.