Dispatcher, Customer Service​/HelpDesk

Overview

Residential HVAC Dispatcher - On-site

Logan A/C & Heat Services

57 reviews

Dayton, OH 45377

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Dispatcher to schedule fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive, growth-oriented environment?

We offer benefits, including medical, dental, vision, health savings account, short-term disability, long-term disability, paid time off, paid holidays, a 401(k) with company match, profit sharing, and continuous opportunities for growth.

• Follows a set soft-scheduling process by scheduling all service repairs
• Assists technicians via phone and email to support job completion and scheduling needs
• Schedule follow-up and return visits for technicians as needed
• Supports the Service Team in achieving monthly revenue and performance goals
• Aim to exceed Schedule & Dispatch monthly goals in calls & opportunities ran
• Provides assistance to CSR’s on scheduling calls and service-related questions
• Review service schedule for all markets periodically throughout the day to ensure the right opportunities / calls are on the appropriate technician for all markets
• Helps maintain the emergency service technician on-call schedule – ensuring greylines are up-to-date and visible
• Follows up daily on open repair and IAQ estimates left behind by technicians to help drive service revenue and customer engagement
• Assists with resolving customer issues by collaborating with service management on quick & correct course of action
• Contact customers for late arrival on unmanaged jobs to provide timely updates and manage customer expectations
• Reschedules appointments as needed when emergency situations arise to maintain service quality and customer satisfaction
• Responds promptly and professionally across company texting platforms including Service Titan Chat, Pro Book Chat, and Podium
• Reaches out to schedule and follow up on held parts with a set cadence, documenting attempts visibly and utilizing multiple communication methods like calling, texting, email etc.
• Collaborate with multiple departments to coordinate service visits for issues, follow up on customer concerns, and ensure parts availability aligns with scheduling.
• Review Next Day, Parts Not Ready report in a timely manner, following up with Logistics and communicating with the customer if the appointment needs to be adjusted.
• Performs all other duties as assigned

• Empathy & Customer-Centered Thinking (People First) - Actively listens to customers and teammates, demonstrating care, compassion, and understanding. Prioritizes the customer experience by ensuring clear, respectful communication and fostering trust in every interaction.
• Adaptability & Problem Solving (Agile) - Thrives in a fast-paced environment by staying flexible and embracing change. Responds to shifting priorities with creative, forward-thinking solutions and remains calm under pressure.
• Accountability & Initiative (Radical Ownership) - Takes full responsibility for outcomes, both successes and challenges. Proactively identifies and addresses issues, follows through on commitments.
• Collaborative Communication & Support (Teamwork) - Builds strong relationships across departments by communicating openly, sharing knowledge, and offering help. Approaches every challenge with a team-first mindset, contributing to collective success.
• Operational Excellence & Continuous Improvement (Excellence) - Maintains high standards in every aspect of work. Pays attention to detail, follows best practices, and continuously looks for ways to improve processes, performance, and customer experience.

• 2 - 3 years of experience in a dispatch, scheduling, or customer service support role.
• Knowledge of the HVAC industry (Preferred)
• Experienced in personal computer-based applications, including but not limited to Microsoft Office applications (Word, Excel, Powerpoint, Outlook, Visio, One Note)
• Working knowledge of iPads and smartphones
• Excellent written and oral communication skills
• Strong organizational skills
• Ability to work proactively and…