Job Description

HVAC Service Dispatcher

Are you highly organized, customer-focused, and energized by a fast-paced environment? We're looking for an HVAC Service Dispatcher who can keep our service team running efficiently while delivering an outstanding customer experience. In this role, you'll coordinate technician schedules, respond to changing priorities, and help ensure every service call is completed smoothly and on time.

Key Responsibilities

• Schedule and dispatch HVAC technicians for service, maintenance, and emergency calls.
• Optimize technician routes to improve efficiency and response times.
• Communicate appointment details and schedule updates with customers.
• Monitor technician progress throughout the day and adjust schedules as needed.
• Create, update, and manage work orders in the service management system.
• Coordinate with the Parts Department to ensure technicians have the materials they need.
• Maintain ongoing communication with field technicians regarding schedule changes, customer information, and job status.
• Prioritize emergency service requests while balancing preventative maintenance schedules.
• Review completed work orders for accuracy and proper documentation.
• Respond to customer inquiries regarding service status and scheduling.
• Support the Service Manager with daily administrative and operational tasks.
• Maintain accurate customer records and service history.

Qualifications

• Previous experience as a dispatcher in HVAC, plumbing, electrical, refrigeration, mechanical service, or a related field preferred.
• Experience coordinating multiple field technicians in a service environment.
• Strong organizational, multitasking, and time management skills.
• Excellent communication, customer service, and phone etiquette.
• Ability to stay calm under pressure and make sound decisions in a fast-paced environment.
• Proficiency with Microsoft Office.
• Experience with service management software such as ServiceTitan, Successware, FieldEdge, ESC, Service Fusion, or similar is a plus.
• Ability to work both independently and collaboratively as part of a team.

Preferred Experience

• Commercial HVAC or refrigeration industry experience.
• Knowledge of preventative maintenance scheduling and service agreements.
• Familiarity with technician routing and dispatch best practices.
• Experience coordinating emergency service calls.

Skills

• Dispatching & Scheduling
• Route Optimization
• Customer Service
• Time Management
• Communication
• Problem Solving
• Multi-Line Phone Systems
• Data Entry
• Attention to Detail
• Team Collaboration