Client Support Services/Dispatcher (services)

Service Dispatcher

Air Systems, Inc. is seeking a Service Dispatcher that is responsible for coordinating daily HVAC service operations, including scheduling technicians, managing work orders, and ensuring timely communication with customers and field. This role directly impacts technician utilization, response times, and the accuracy of billing and payroll.

Dispatch technicians to service calls using dispatch software, phone, and email

Adjust schedules in real-time to account for emergencies, delays, and cancellations

Ensure technicians have complete job information, site contacts, and necessary materials before arrival

Create, update, and close work orders with accurate labor hours, job notes, and billing details

Verify technician time entries daily to support payroll and billing accuracy

Maintain accurate records of service calls, customer requests, and contract work

Customer Communication

Serve as the primary point of contact for incoming service calls and scheduling requests

Provide customers with clear updates on technician arrival times, delays, and job status

Respond to customer inquiries and service issues with timely follow-up

Field Coordination & Support

Coordinate with Purchasing to ensure materials and equipment are available ahead of scheduled work

Help resolve scheduling conflicts and field issues that impact job completion

Escalate service delays or customer concerns to management as needed

Operational Support

Support service operations with administrative tasks including filing, reporting, and data entry

Assist Service Team Manager with project coordination and internal initiatives as needed

Maintain organization of service records and documentation for both service and retrofit departments

Ability to work extended hours and overtime during peak service periods

Ability to coordinate effectively with technicians, customers, and internal teams

Maintain professionalism in all customer and team interactions

Performance Expectations (Key Metrics)

Response Time: Incoming service calls answered or returned within defined SLA (e.g., same day or within 1 hour for urgent requests)

Complete and accurate work order closure with minimal billing or payroll corrections

Customer Communication: Data Accuracy: Work orders, customer information, and service records consistently maintained without errors

High School Diploma or GED Required

Exceptional customer service

The aptitude to connect with and gain respect of field personnel to obtain direct answers in difficult situations

Comfortable with learning new software programs

Strong communication skills with both customers and field personnel

Proficiency in Microsoft Excel and Word

Strong working knowledge of service workflows (work orders, scheduling, technician dispatch)

HVAC industry experience (dispatching, technical support, or field experience)

Familiarity with HVAC systems, parts, and service processes

Experience with dispatching or service management software (e.g., Experience supporting maintenance agreements and recurring service contracts

Comprehensive health coverage (medical, dental, vision, prescription).

Employer-paid Life, Accident, and Disability Insurance: 1.5 times your salary.

Generous paid time off, with increases each year + 10 paid holidays.

On-site employee gym and EV plugs and/or bike commuter benefits.

A flexible work environment and culture that prioritizes team collaboration, work-life balance, and personal well-being.

Our Standards of Success reflect the values we uphold in every project:

25 - $35 per hour based on experience.

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

Please review our Affirmative Action Policy.

EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR's normal application process it is probably fraudulent.

Benefits: We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.

At Air Systems, we respect your privacy and protect your personal information. The data you provide during the application process will be used solely for recruitment purposes and kept confidential.