Dispatcher

Aston Carter•Town of Islip, NY

2d•Onsite

About The Position

The Dispatcher schedules and coordinates HVAC service technicians for installation, maintenance, and repair calls while delivering excellent customer service and ensuring efficient use of resources. This role manages incoming service requests, optimizes technician schedules based on priority and skill set, and maintains accurate service records in the company system. The Dispatcher serves as a key communication hub between customers, technicians, and the internal office team in a fast-paced environment.

Requirements

Previous experience as a dispatcher or scheduler, preferably in HVAC, construction, plumbing, or another skilled trades environment.
Proven customer service experience, including handling inbound calls and resolving customer needs professionally.
Strong computer skills, including proficiency with Microsoft Outlook and Excel.
Experience using CRM or ERP systems to manage customer and job information.
Strong phone and verbal communication skills with a clear, professional manner.
Excellent organizational and time management abilities to manage multiple technicians and service calls.
Ability to multitask effectively and stay calm in a fast-paced, dynamic environment.
Comfort using scheduling software and standard office applications.
Accurate data entry skills and attention to detail for maintaining service records and documentation.
Administrative support experience related to processing work orders, invoices, and service documentation.

Nice To Haves

Dispatcher or scheduling experience specifically in an HVAC service environment is a plus.
Experience working in construction, plumbing, or other skilled trades scheduling is highly beneficial.
Familiarity with CRM/ERP platforms similar to those used in service-based businesses is an advantage.
Demonstrated ability to collaborate effectively with technicians and office staff as part of a coordinated team.
Strong problem-solving skills to prioritize urgent calls and adjust schedules in real time.

Responsibilities

Schedule and dispatch HVAC service technicians for installation, maintenance, and repair calls.
Communicate with customers to confirm appointments, provide status updates, and handle incoming service requests by phone and other channels.
Coordinate technician schedules based on availability, skill set, location, and job priority to maximize efficiency.
Monitor active service calls throughout the day and adjust schedules as needed to accommodate emergencies, delays, or cancellations.
Enter and maintain accurate job details, notes, and service records in the company’s systems.
Support service leadership with daily reporting, job tracking, and related administrative tasks.
Process work orders, invoices, and other required documentation in a timely and accurate manner.
Follow up with customers after service completion when needed to ensure satisfaction and resolve any outstanding issues.
Maintain a high level of professionalism and customer service in all interactions with customers, technicians, and office staff.
Use scheduling software, CRM/ERP tools, and Microsoft Office applications to manage daily workflow and documentation.
Handle inbound calls efficiently while multitasking between scheduling, data entry, and administrative responsibilities.