Service Dispatcher

Service Dispatcher

Job Description:

The service dispatcher will be the central point of coordination for the service team, connecting customers who need help with the technicians who can solve their problems. As a Service Dispatcher, youll build daily schedules, match technicians to service calls, and make decisions based on skill, location, availability, urgency, and cost.

Youll also help keep the service office running smoothly through data entry, billing and contract support, parts ordering, purchasing, inventory management, and customer communication. Your ability to stay organized and make good decisions in a fast moving environment will directly impact response times, customer satisfaction, and the productivity of the field team.

Youll work at the center of the service operation, communicating with customers, technicians, vendors, and department managers throughout the day.

• Coordinate technician schedules and dispatch the right person for each service request based on skills, location, availability, and customer needs
• Qualify incoming service calls, communicate response times to customers, and adjust schedules when emergency or priority calls come in
• Keep customers and the service manager informed about work progress, customer concerns, and changes to scheduled service
• Support the service office through data entry, billing verification, contract administration, time card review, and general office management
• Order parts and materials, create and track purchase orders, receive incoming equipment, and maintain accurate inventory records
• Support customer and vendor onboarding, service contracts, RPZ testing, and other administrative processes
• Identify sales opportunities and customer needs and communicate leads to the appropriate team members

This position gives you a unique view of both the customer and field sides of the business. Youll need to balance competing priorities throughout the day while making practical decisions that keep service work moving.

• 2+ years of customer service, office administration, or office management experience
• Strong data entry skills with a high level of accuracy and attention to detail
• Basic understanding of accounting principles
• Proficiency with Microsoft Word, Excel, and Outlook
• Strong organizational and multitasking skills with the ability to prioritize in a fast paced environment
• Strong communication and interpersonal skills
• Ability to make independent decisions and solve problems while balancing customer needs, technician availability, and business priorities
• Associate degree in accounting, business administration, or a related field preferred
• 1+ year of HVAC dispatching or related experience preferred

• The central coordination point between customers, technicians, and the service team
• A mix of scheduling, problem solving, customer service, and administrative support
• A fast paced position where priorities can change throughout the day
• A role where your decisions directly affect technician productivity, customer satisfaction, and service response times
• An opportunity to develop a strong understanding of HVAC service operations and the business behind the field work

• Simply answering phones and assigning the next available technician
• A predictable scheduling role where every day follows the same plan
• Limited to working with customers or limited to working with technicians
• A position where you can wait for problems to resolve themselves; youll need to recognize issues, communicate quickly, and take action

This position puts you at the center of the service operation. Youll have a direct view of what customers need, what technicians are dealing with in the field, and what the business needs to deliver on its commitments.

Youll also gain exposure to many different sides of the operation, including customer relationships, scheduling, purchasing, inventory, billing, contracts, and sales support. For someone who enjoys problem solving and working in a role where no two days are exactly the same,…