Service Dispatcher

Primary Job Function

Serve as the central point of coordination for daily service operations by managing and optimizing the schedule, dispatching technicians in real time, and ensuring clear communication between customers and the field team. This role includes:

• Managing and adjusting the daily service schedule to maintain a full, balanced board
• Dispatching technicians and monitoring call progress throughout the day
• Prioritizing calls and making real-time scheduling decisions
• Answering inbound calls and converting them into booked appointments
• Making outbound calls (maintenance due, unscheduled customers, follow-ups)
• Confirming appointments and keeping customers informed of arrival times
• Handling reschedules, return visits, and customer concerns professionally
• Ordering parts, tracking availability, and coordinating return visits
• Maintaining accurate customer records, job notes, and scheduling details
• Supporting invoicing, timecards, and coordination with accounting
• Communicating clearly with technicians, management, and customers

Required Qualifications

• 2+ years administrative or office experience
• Dispatching experience preferred
• High School diploma or equivalent (minimum)
• HVAC or related industry experience a plus
• Strong written and verbal communication skills
• Comfortable managing high call volume in a fast-paced environment
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Knowledge of dispatching software preferred (ServiceTitan experience is a strong plus)
• Strong prioritization and organizational skills
• High attention to detail with the ability to follow through
• Geographical knowledge of the service area is a plus

Benefits

- Medical Insurance (50% employer-paid) + Dental & Vision - Simple IRA with 3% company match - Paid Time Off + Paid Holidays 100% Company-Paid Coverage: - Long-Term Disability - Life/AD&D Insurance ($50K) - Accident & Critical Illness