Dispatcher

About the role

The Arcticom Group (“TAG”) is a U.S.-based network of commercial and industrial mechanical services companies providing HVACR service, maintenance, and installation. TAG is committed to being an “employer of choice,” ensuring employees have a home where they can learn and grow. We are seeking a skilled Dispatcher to join our team in Puyallup, WA. This position serves as a critical communication link among customers, suppliers, technicians, and internal teams, coordinating repair and maintenance functions across locations to uphold overall customer satisfaction.

Responsibilities

• Act as the primary communication point for urgent and non-urgent calls, receiving requests, transmitting messages, and tracking technicians.
• Get to know technicians, their personalities, abilities, and professionalism to ensure the right people are dispatched.
• Take calls and dispatch technicians to service locations, including via email based on customer communication preferences.
• Create jobs in the current software, assign them to appropriate technicians, and ensure technicians receive job notifications via handheld devices.
• Follow up to ensure technicians sync information back to the main office regularly.
• Call customers back to set expectations on technician ETA.
• Provide technicians with purchase orders and process vendor invoices accurately.
• Purchase items for technicians when vendor credit card purchasing is required.
• Maintain the on-call schedule through technician feedback and distribute according to union guidelines and timing.
• Follow up daily on after-hours correspondence (emails, texts, emergencies, concerns, questions).
• Serve as a central hub of information for technicians in the field, addressing vendor issues, refrigerant leaks, parts ordering, repair of tech equipment, and troubleshooting communication devices.
• Coordinate with IT to reset technician functions as needed.
• Set up and introduce new technicians via software, systems, procedures, and expectations.
• Set up new customers in software as new locations across all states.
• Act as a companywide liaison with the Construction Team when technicians are needed on a project.
• Provide credit applications for new customers and pass them to accounting for approval.
• Coordinate with technicians and assist with job quoting using appropriate markups.
• Send out weekly incomplete reports to technicians and review every service call to ensure timely closure, avoiding delays due to parts holds, follow-ups, or incomplete billing.

Knowledge, Skills, and Abilities

• Communication Skills: Listen and speak to customers, often in distressed situations, with clarity and empathy.
• Ability to Multitask: Coordinate multiple technicians simultaneously, track their movements, and manage priorities.
• Problem-Solving Skills: Prioritize situations, think quickly, and differentiate levels of urgency.
• Empathy and Composure: Maintain calm and professionalism in high-stress or distressing situations.
• Attention to Detail: Accurately log and transmit information to ensure smooth operations.
• Intermediate Computer Skills: Proficient in using software, email, and handheld devices for dispatching.
• Field Communication: Relay information effectively between technicians, customers, and internal teams.
• Discretion: Use judgment when sharing information from conversations with technicians and customers.
• Investigative Skills: Gather detailed issue descriptions when taking calls.
• Customer-Centric Attitude: Maintain a “customer is always right” mindset when interacting with all parties.
• Stress Management: Function effectively in a high-pace, high-stress environment.
• Local Geography Knowledge: Familiarity with the Puyallup, WA area is highly beneficial.

Work Environment

This job operates in an office environment and routinely uses standard office equipment such as computers, multi-line phones (with headset), scanners, photocopiers, fax machines, cell phones, and filing cabinets.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this job. The employee is regularly required to talk or hear. The employee frequently stands, walks, uses hands to handle or feel, reaches with hands and arms, and views a computer monitor with near-field vision. The position occasionally requires lifting office products and supplies up to 40 pounds.

Requirements

• High school education or equivalent required.
• Familiarity with Microsoft Office applications required.
• Minimum 2+ years of dispatch experience in a fast-paced environment.