Dispatcher

Job Description

Job Description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $20.00 to $25.00 per hour DOE
• Schedule: Monday - Friday, Morning Shift and OT available
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

JOB SUMMARY

This role is responsible for assigning work to Technicians based on their skills, problem urgency, issue aging, customer location, work type, and cost considerations such as overtime. It manages incoming calls from start to finish and ensures adherence to company dispatch policies, procedures, and best practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Prioritize and manage incoming and backlog service calls.

• Assign and dispatch technicians efficiently based on workload and skill set.

• Collaborate with Service Managers to address outstanding service requests.

• Respond promptly to inquiries from customers and internal teams.

• Generate and distribute required reports as needed.

• Maintain proactive communication with customers regarding missed Service Level Agreements (SLAs).

• Conduct daily reviews of all incomplete service calls to ensure timely resolution.

• Verify and maintain records for the nightly "on-call" crew.

• Coordinate with Service Managers to ensure timely completion of preventative maintenance schedules.

• Develop a strong understanding of the market geography and technician capabilities.

• Perform additional duties as assigned.

Qualifications

JOB REQUIREMENTS

Education / Training

• Technical (refrigeration) expertise preferred.

Work Experience / Skills

• Ability to handle multiple tasks concurrently.

• Stay calm under pressure.

• Able to actively listen and demonstrate empathy.

• Highly organized and strong attention to detail.

• Excellent verbal and written communication skills.

• Strong sense of urgency.

• “Can do” attitude and demonstrated commitment to get the job done.

• Reliable and dependable.

• Friendly and helpful demeanor.

• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.

• Ability to use typical business tools including E-Mail, Word, Excel, etc.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

This job operates in a clean, well-lit and climate-controlled professional office environment with minimal physical hazards and noise. This role routinely uses standard office equipment such as computers, phones, printers, etc.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, and use hands and fingers to operate office equipment. The employee is occasionally required to reach, stoop and kneel. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.