Customer Service / Service Dispatcher

About the role

The Customer Service / Service Dispatcher plays a key role in supporting Hurckman Mechanical’s service operations. This individual is responsible for planning, scheduling, and coordinating daily activities for the service department. This includes managing labor hours, service work orders, and communication between internal teams and external customers. The role requires sound judgment, strong organizational skills, and the ability to adapt quickly in a fast-paced environment.

Responsibilities

• Maintain positive communication with customers, technicians, sales staff, and internal departments via phone and email
• Provide backup coverage for the receptionist as needed
• Schedule and dispatch technicians based on availability, location, skill set, and service priorities
• Adjust the dispatch schedule throughout the day to accommodate emergencies and new service calls
• Maintain and update the dispatch board and scheduling calendar
• Organize and track work requests, project updates, customer communications, and service records
• Build rapport with customers, ask effective questions, and communicate a sense of urgency when appropriate
• Manage maintenance agreements and track renewal dates and customer files
• Partner with accounting to ensure timely and accurate billing of completed service work
• Review technician work orders for completeness and accuracy (e.g., spelling, grammar, dates, clarity)
• Respond promptly to customer inquiries regarding invoices and billing
• Research and resolve billing discrepancies in collaboration with the accounting team
• Enter technician timesheets into the service software platform and verify accuracy
• Run and review monthly service reports to track open and completed work orders
• Analyze and close open work orders to ensure timely and correct invoicing

Requirements

• Prior experience in customer service required; supervisory or team lead experience preferred
• Dispatching experience or mechanical knowledge (HVAC, service industry) is a plus, but not required
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong written and verbal communication skills
• Technically inclined or comfortable learning mechanical terms and concepts
• Above-average computer skills; proficiency in Microsoft Office (Word, Excel, Outlook)
• Knowledge of local geography and basic map-reading skills helpful
• Highly organized with strong attention to detail
• Calm and professional under pressure; quick thinker and adaptable
• Willingness to speak up constructively when problems arise
• Self-motivated, goal-driven, and eager to contribute to company success
• Demonstrated reliability and a strong attendance record
• Passion for continuous improvement—both personal and organizational

Benefits

• Competitive pay
• Health, dental & vision insurance
• Health Savings Account (HSA)
• 401(k) with company match
• Paid time off & paid holidays
• Life & disability insurance
• Employee Assistance Program (EAP)
• Professional development assistance
• Short-Term & Long-Term Disability insurance
• Additional voluntary benefits, including accident, critical illness, hospital indemnity, and identity theft protection

Job Type: Full-time

Work Location: In person