Scheduling Coordinator/Dispatcher

About the role

Under direct supervision of the Area Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debrief activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

Responsibilities

• Receives customer requests for unscheduled or scheduled service.
• Captures customer feedback and escalates issues to the appropriate parties.
• Schedules technicians and mechanics to align with customer and service needs.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed.
• Debrief activities daily.
• Ensures Technicians are provided with daily schedules.
• Maintains consistent communication with assigned Technicians.
• Fulfills scheduled service visits on time.
• Supports parts ordering/PO creation, start-up support, and customer PO confirmation.
• Manages WIP (Work In Progress) and reconciles exceptions (SIR and AP).
• Attends daily team huddles and weekly planning/scheduling meetings.
• Affords assistance with monitoring of time and expense reporting submission.
• Reviews and corrects unassociated time for timesheets for technicians.
• Performs other duties and administrative activities as assigned.

Requirements

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Demonstrated ability to perform work independently and strong organizational and attention to detail skills.
• Strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to prioritize work activities based on financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associate degree.
• Experience and/or basic project accounting or costing principles.

Benefits

This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers.