Dispatcher, Customer Service​/HelpDesk

Job description:

Total Comfort Group is a leading national provider of commercial HVAC services. We specialize in supporting retail and multi-site commercial properties across the United States. With a strong commitment to quality and rapid response, we’ve earned the trust of clients from coast to coast.

As a Dispatcher, you’ll be the heartbeat of our service operations—connecting clients, technicians, and internal teams to ensure smooth, efficient, and timely HVAC service delivery. You’ll manage scheduling, resource allocation, and real-time problem-solving to keep our operations running at peak performance.

• Act as the central communication hub via phone, email, and messaging platforms
• Schedule and assign HVAC service appointments based on technician skillset, location, and client needs
• Monitor technician availability, vehicle status, and equipment readiness to optimize dispatching
• Maintain and manage on-call schedules, including first-call and standby coverage
• Respond to emergency service requests and dispatch technicians promptly
• Troubleshoot service delays and make quick decisions to maintain service quality
• Deliver top-tier customer service by confirming appointments and providing real-time updates
• Track technician certifications and ensure compliance with safety and industry standards
• Review service timecards, work orders, and GPS reports for accuracy
• Maintain and update the dispatch board and service database
• Debrief technicians post-service to ensure quality and gather insights
• Forecast workload 2–3 days ahead and follow up on pending work orders
• Coordinate “Parts Pending” calls and schedule service upon part arrival
• Conduct customer satisfaction surveys and “happy calls”
• Log service invoices and forward payments to accounting
• Keep detailed records of service requests, appointments, and technician activity
• Support office, service, and operations managers with additional tasks as needed

• Proven experience in dispatching, preferably in HVAC or service industries
• Strong communication skills with a calm, professional demeanor under pressure
• Excellent organizational and multitasking abilities
• Familiarity with HVAC terminology and service procedures (preferred)
• Proficiency in dispatching software and computer systems
• Quick-thinking problem solver with sound decision-making skills
• Commitment to safety, compliance, and customer satisfaction
• Flexibility to work shifts and adapt to changing schedules

• Be part of a fast-growing national company with a strong reputation
• Work in a dynamic, team-oriented environment
• Opportunity to make a direct impact on service delivery and customer satisfaction
• Competitive compensation and benefits package

Job Type: Full-time

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

• Dispatching: 3 years (Required)

• Eatontown, NJ 07724 (Required)

Work Location:

In person

• Email

• Yes

• No