Service Dispatcher

Service DispatcherPosition Overview We are seeking a reliable and organized Service Dispatcher to coordinate HVAC service operations and ensure timely, efficient field service delivery. The Service Dispatcher will be the central point of contact between customers and field technicians, responsible for scheduling and routing work, monitoring job progress, and maintaining accurate documentation to support excellent customer service and operational efficiency.Key ResponsibilitiesReceive and prioritize incoming service requests via phone, email, and dispatch software and create work orders for field technicians.Schedule and dispatch HVAC technicians based on skills, location, and job urgency to optimize response times and productivity.Monitor technician locations and job status in real time, updating customers and adjusting schedules as needed to meet SLAs and handle emergencies.Communicate clearly with customers to confirm appointments, provide arrival windows, and give status updates or reschedule when necessary.Use dispatch and CRM systems to log job details, parts used, work completed, and required follow-ups; maintain accurate records and reports.Coordinate parts, materials, and equipment with warehouse and field teams to minimize delays and ensure first-visit completions.Triage and escalate complex or emergency service issues to the appropriate supervisor or technical lead while documenting actions taken.Enforce safety and compliance guidelines by ensuring technicians have required permits, certifications, and safety information before dispatch.Collaborate with dispatch team members and management to refine routing strategies, reduce travel time, and improve overall service levels.Provide basic training and mentorship to new dispatch staff as needed and contribute suggestions for improving dispatch processes and customer communication.QualificationsHigh school diploma or equivalent; additional technical training or certification in HVAC, logistics, or related field is a plus.1+ years of experience as a Service Dispatcher, dispatcher, or in a field service coordination role HVAC industry experience strongly preferred.Familiarity with HVAC systems, common service procedures, and parts terminology to accurately match jobs to technician skillsets.Proficiency with dispatching and CRM software, GPS/routing tools, and Microsoft Office (Excel, Outlook).Excellent verbal and written communication skills with strong customer service orientation and the ability to remain calm under pressure.Strong organizational and multitasking abilities with good attention to detail and time management skills.Ability to analyze schedules and prioritize work to meet deadlines and service level agreements.Valid drivers license and reliable transportation; willingness to be on-call or work flexible hours when required.Bilingual ability (e.g., Spanish/English) is a plus.