Dispatcher, Customer Service​/HelpDesk

Falite Bros., Inc. is a trusted provider of quality heating, air conditioning, and indoor air quality services for residential and commercial properties in the Greater Boston area, including Wakefield, Medford, Somerville, and Malden. With over 50 years of industry experience, the company tackles all types of HVAC systems, regardless of brand or model, and guarantees high standards through professionally trained and certified technicians.

Falite Bros. is committed to exceptional customer care and reliable workmanship, offering 24/7 availability for emergency repairs. Customers benefit from worry-free maintenance agreements, a 12 & 12 warranty program, and flexible financing options.

This is full time on-site Dispatcher role located in Wakefield, MA. As a Dispatcher, you will coordinate scheduling and dispatch of technicians to service calls, maintain detailed records of services, handle incoming customer inquiries, and prioritize tasks to ensure efficient operations. You will communicate with team members and clients to ensure excellent service delivery and customer satisfaction. This position requires strong organizational and multitasking abilities in a fast-paced environment.

• Strong communication and interpersonal skills to provide excellent customer service and coordinate effectively with team members
• Organizational abilities and time management skills to prioritize tasks and manage schedules efficiently
• Familiarity with dispatch systems, scheduling software, or similar tools
• Service Titan Experience is a plus.
• Problem-solving and decision-making skills for managing emergency calls and service prioritization
• Teamwork skills and the ability to collaborate with different personnel and clients
• Previous experience in a dispatch or customer service role is preferred
• Basic knowledge of heating, air conditioning, or HVAC systems is a plus
• High school diploma or equivalent required