Service Dispatcher

Responsibilities

• Maintain daily schedules and workloads for service technicians using Sage 300 CRE Service Management software.
• Create and assign work orders for service work, routine maintenance, repairs, and return trips when parts are available.
• Schedule service calls and maintenance visits, ensuring customers are informed of company schedules and lead times.
• Take incoming customer calls and respond to overnight messages in a friendly and professional manner.
• Dispatch service technicians and coordinate all service calls as they are received.
• Maintain and update the dispatch board and service schedule, forecasting workload 2–3 days in advance.
• Support and schedule approximately 6–7 service technicians, managing 50–60 service calls and work orders weekly.
• Update service‑related spreadsheets, including preventive maintenance agreements and associated records.
• Prepare preventive maintenance agreement proposals for new customers and enter new PM agreements into the system.
• Generate preventive maintenance work orders by season to ensure timely service delivery.
• Assist technicians in locating and purchasing parts as needed, and receive and maintain incoming parts inventory.
• Maintain online filter and belt lists and update customer files accurately and promptly.
• Review and compare service time cards to schedules, check for accuracy, and prepare them for payroll processing.
• Prepare service‑related accounts payable invoices for the accounting team.
• Generate weekly workload reports, analyze findings, and review results with the management team.
• Provide clear and concise communication with department managers, employees, and customers to support smooth operations.
• Perform other service‑related administrative and logistical duties as required.

Essential Skills

• Minimum of 2 + years of experience or training in customer service, dispatching, or project management (or equivalent education/experience).
• Strong dispatching experience, including coordinating service calls and managing technician schedules.
• Proven customer service skills with advanced phone and written communication abilities.
• Proficiency with Sage 300 CRE Service Management software for dispatch and work order management.
• Solid computer skills, including Microsoft Excel and other Microsoft Office applications.
• Ability to handle a high volume of service calls and work orders (approximately 50–60 weekly).
• Experience supporting and scheduling multiple service technicians (approximately 6–7 technicians).
• Detail‑oriented with strong organizational and time‑management skills.
• Geographical knowledge of service areas or strong map‑reading skills to support efficient dispatching.
• Ability to analyze workload reports and service data to support operational decisions.

Additional Skills & Qualifications

• High school diploma or GED.
• Knowledge of the HVAC industry is recommended and beneficial.
• Experience in related service industries such as building maintenance, plumbing, electrical, or similar fields.
• Background in administrative support, logistics coordination, and driver or technician dispatch.
• Comfort working with service agreements, preventive maintenance programs, and seasonal scheduling.
• Ability to collaborate effectively with service technicians, office staff, and management.
• Strong problem‑solving skills and the ability to prioritize tasks in a fast‑paced environment.

Work Environment

This is a full‑time, onsite role in a service‑oriented office supporting primarily commercial and industrial clients. The position involves regular use of Sage 300 CRE Service Management software, Microsoft Excel, and other Microsoft Office applications, as well as frequent phone communication with customers and technicians. The work setting is collaborative, interacting closely with service and office leadership, technicians, and accounting staff to ensure smooth daily operations.

Schedule

Typical hours are Monday through Friday, 7:00 AM – 3:30 PM, with flexibility to work until 4:00 PM as required and occasional overtime when operational needs demand it.

Pay

The pay range for this position is $23.00 – $25.00 per hour. Individual compensation within this range depends on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent factors.

Benefits

• Medical, dental, and vision coverage
• Critical Illness, Accident, and Hospital insurance
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AD&D for employee and dependents)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off / vacation / sick leave