Description
The HVAC Dispatcher is responsible for coordinating service technicians, scheduling service calls, and acting as a key communication hub between customers, technicians, and management. This role ensures efficient daily operations, timely service delivery, and a high level of customer satisfaction.
Requirements
- Schedule and dispatch HVAC service technicians for service calls, maintenance, and emergency requests
- Prioritize calls based on urgency, technician skill set, and location
- Monitor technician routes, job progress, and availability throughout the day
- Communicate job details, updates, and changes clearly to technicians
- Answer incoming customer calls and schedule appointments professionally
- Provide customers with accurate arrival windows and service updates
- Handle rescheduling, cancellations, and after-hours calls as needed
- Enter and update job information in dispatching/field service software
- Coordinate with service managers to optimize workload and efficiency
- Maintain accurate records of work orders, technician notes, and customer information
- Support billing, invoicing, and parts coordination when required
- High school diploma or equivalent (additional education a plus)
- 1+ year of dispatching, customer service, or HVAC industry experience preferred
- Strong organizational and multitasking skills
- Excellent verbal and written communication skills
- Ability to stay calm and professional in fast-paced or stressful situations
- Basic knowledge of HVAC systems and terminology preferred
- Proficiency with computers, scheduling software, and phone systems
Skills & Competencies
- Time management and prioritization
- Problem-solving and decision-making
- Customer-focused mindset
- Attention to detail
- Team collaboration
- Ability to adapt to changing schedules and urgent service needs
Work Environment
- Office-based position with frequent phone and computer use
- May require occasional evenings, weekends, or on-call availability
- Fast-paced environment with high call volume during peak seasons
Compensation & Benefits (example – customize as needed)
- Competitive hourly wage or salary (based on experience)
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement plan options
- Training and advancement opportunities