HVAC Dispatcher

Position Summary

The Dispatcher plays a critical role in Airco's daily operations by coordinating technician schedules, managing service calls, and serving as a primary communication link between customers, technicians, and leadership. This role requires strong organization, clear communication, and the ability to manage multiple priorities in a fast-paced service environment.

Pay Scale

Based on experience

Work Schedule

• Monday-Friday, 7:00 AM - 4:00 PM

• Occasional overtime as business needs require

Key Responsibilities Dispatch & Scheduling

• Manage and maintain daily technician schedules

• Dispatch technicians efficiently as service calls are completed

• Dispatch technicians from home to first call when applicable

• Forecast workload 2-3 days in advance to ensure proper coverage

• Maintain and update the dispatch board/schedule in real time

• Maintain technician on-call and standby schedules

Customer Communication

• Answer incoming customer calls professionally and promptly

• Keep customers informed of scheduling, delays, and lead times

• Contact customers to schedule work once parts are received

• Conduct customer follow-up calls, happy calls, and surveys

• Maintain accurate and up-to-date customer records

Service Call Management

• Create and manage dispatch tickets for all service calls

• Debrief technicians after each completed call

• Respond to overnight messages and urgent communications

• Follow up on all pending and recommended work using the pending work log

Administrative & Reporting Duties

• Prepare service invoices and timecards for processing

• Review and verify service timecards against schedules and GPS reports

• Maintain service invoice logs and service history files

• Forward checks, charge slips, and payments to accounting

• Provide maintenance contract billing information to accounting

• Calculate and enter reporting data into the 8 For 10 database

Maintenance Agreements & Contracts

• Manage maintenance agreements including billing, scheduling, renewals, and materials staging

• Type service contract proposals for new customers

• Maintain customer history files and database accuracy

Parts & Warranty Coordination

• Order parts for special orders

• Notify warehouse of parts used for truck restocking

• Prepare and process manufacturer warranty paperwork

• Facilitate return of warranty parts

Additional Support

• Assist management with marketing or operational tasks as directed

• Update customer files with new equipment, warranties, and installation details

• File service orders and maintain accurate documentation

• Perform other duties as assigned

Required Qualifications

• High school diploma or GED required

• Minimum of two (2) years of experience in dispatching, customer service, project coordination, or related field (or equivalent education/experience)

• Strong customer service and communication skills

• Ability to multitask and stay organized in a fast-paced environment

• Working knowledge of computers and service software

• Geographic knowledge of the service area or strong map-reading skills

• HVAC or service-industry experience preferred but not required

Core Competencies

• Clear and professional communication

• Strong attention to detail

• Time management and prioritization

• Team collaboration

• Problem-solving and adaptability

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