HVAC Service Dispatcher

HVAC Service Dispatcher

We are seeking an organized and customer-focused HVAC Service Dispatcher to coordinate and dispatch commercial service technicians. The Dispatcher will manage incoming service requests, prioritize work orders, schedule field crews using Microsoft Dynamics (or similar CRM/dispatch systems), and maintain clear communication with customers and technicians to ensure timely, efficient service delivery and high customer satisfaction.

Key Responsibilities

• Receive and triage incoming service calls, emails, and online requests; log and prioritize work orders in Microsoft Dynamics or equivalent dispatch software.
• Schedule and dispatch HVAC technicians for commercial service, repair, and maintenance appointments, optimizing routes and workload balance.
• Communicate appointment details, job scope, and special instructions to field technicians; update technicians on changes in real time.
• Maintain regular customer communication: confirm appointments, provide ETAs, notify customers of delays, and follow up to ensure satisfaction.
• Coordinate with operations, parts, and administration teams to ensure technicians have necessary information, parts, and documentation for each job.
• Monitor technician status and job progress; update work orders and close jobs in the system with accurate notes and time entries.
• Manage emergency and after-hours service calls, escalating and re-prioritizing resources as needed to meet SLA and customer expectations.
• Generate and distribute daily schedules, route assignments, and shift reports to management and field staff.
• Maintain accurate records of service calls, customer interactions, and technician activities for reporting and billing support.
• Identify opportunities to improve dispatch processes, route efficiency, and customer experience; provide feedback to leadership and participate in workflow improvement initiatives.

Qualifications

• 2+ years of dispatching or scheduling experience, preferably in HVAC, facilities, or commercial service operations.
• Familiarity with HVAC service processes, terminology, and parts to effectively triage and prioritize work orders.
• Proven experience with Microsoft Dynamics or similar CRM/dispatch systems; comfortable learning new field service software.
• Strong multitasking, prioritization, and time-management skills in a fast-paced environment.
• Excellent verbal and written customer service skills with a professional phone manner and ability to de-escalate issues.
• Solid coordination and administrative skills, including data entry accuracy and record keeping.
• Ability to read and interpret service requests, work orders, and basic technical information.
• Availability to handle occasional after-hours or emergency dispatching as required.
• High school diploma or equivalent; additional technical or administrative certifications are a plus.

Benefits

• Competitive Pay: $40/hr. - $44/hr.
• Annual Bonus
• 100% Employer Covered for Employee & Children Dependents (Starts Day 1): Medical, Dental, Vision
• Life Insurance
• Long-Term Disability
• 2 weeks PTO
• 9 Paid Holidays
• 401(k) w/ Matching (up to 4%)
• Tuition Reimbursement
• Company Vehicle