Dispatcher / HVAC Customer Service

Job Description for a Service Dispatcher
We are seeking an organized, customer-focused Service Dispatcher to coordinate daily HVAC service operations. This position is responsible for scheduling and dispatching service technicians, communicating with customers, monitoring job progress, and ensuring service calls are completed efficiently and professionally.

Schedule and dispatch HVAC service technicians based on priority, location, skill set, and availability.
Receive and prioritize incoming service calls, emergency requests, and customer inquiries.
Communicate clearly with customers regarding appointment times, technician arrival windows, and service updates.
Maintain accurate service records, work orders, customer information, and job statuses.
Coordinate with technicians, service managers, parts personnel, and other departments to resolve scheduling issues.
Follow up on open service calls, delays, parts requirements, and customer concerns.
Ensure customers receive timely updates and a positive service experience.
Assist with invoicing, purchase orders, warranty calls, and other administrative service functions as needed.
2+ years of experience in HVAC, mechanical contracting, service dispatching, or a related field preferred.

• Previous HVAC dispatching experience strongly preferred; commercial or residential experience is beneficial.
• Strong problem-solving and customer-service abilities.
• Comfortable working with computers, scheduling software, and Microsoft Office.
• Ability to understand technician skill sets, service requirements, and geographic routing.
• The successful Service Dispatcher keeps technicians productive, customers informed, and service operations running smoothly. This person will be proactive, organized, calm under pressure, and committed to providing an exceptional customer experience.

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990.