Dispatcher / Office Administrator – HVAC Home Services

Call The Bee•North Haven, CT

23h•$25 - $35

About The Position

The Dispatcher / Office Administrator plays a central role in keeping our HVAC service operations running smoothly. This position coordinates daily technician schedules, manages customer communication, supports office operations, and ensures that every service call is handled efficiently and professionally. You’ll be the hub of the business, balancing customer needs, technician availability, and operational priorities.

Requirements

Experience in dispatching, scheduling, or office administration (HVAC or home services preferred).
Strong multitasking and time-management skills.
Excellent communication and customer service abilities.
Comfortable working in a fast-paced environment with shifting priorities.
Proficiency with scheduling or CRM software Service Titan is a plus.
Basic understanding of HVAC terminology or willingness to learn.
Organized and detail-oriented.
Calm under pressure and solutions-focused.
Team-oriented with a positive, professional attitude.
Able to balance customer needs with operational realities.
Full-time position (typical schedule: Monday–Friday).
Must be available for weekends and/or on-call rotation as required by the business. Employees will be notified of schedules in advance; however, consistent availability for these needs is a requirement of the role.

Responsibilities

Coordinate and dispatch HVAC technicians for service, maintenance, and installation appointments.
Optimize daily schedules to maximize productivity.
Monitor job progress and adjust schedules in real time as needed.
Communicate job details, parts needs, and customer notes to technicians.
Schedule follow-up appointments and ensure all work is properly completed and closed out.
Answer inbound calls, emails, and messages from customers regarding service requests, estimates, and scheduling.
Provide clear, friendly, and professional communication at all times.
Follow up with customers regarding appointment reminders, service updates, and post-service satisfaction.
Handle urgent or emergency HVAC service requests with appropriate prioritization.
Address and resolve customer concerns and complaints in a professional, solutions-focused manner.
Perform outbound calls to customers as needed for scheduling, follow-ups, and operational needs.
Manage memberships, including enrollment, maintenance, and scheduling of recurring services.
Maintain accurate customer records, job notes, and service history in the CRM system.
Process invoices, collect payments, and assist with billing questions.
Process financing and loan applications when applicable, ensure all required documentation is completed, and charge/close out financing upon job completion in accordance with company and lender requirements.
Support warranty claims, parts ordering, and vendor communication.
Assist with filing, data entry, and general office organization.
Prepare daily, weekly, or monthly reports as requested by management.
Coordinate permitting requirements, including pulling permits and scheduling inspections when applicable.
Register installed equipment with manufacturers, ensure all required documentation is completed accurately, and provide customers with applicable warranty certificates and documentation.
Perform bank deposits and handle company funds in accordance with internal procedures when required.
Coordinate with field supervisors and management to ensure smooth workflow.
Help maintain compliance with company policies, safety standards, and industry regulations.