Dispatcher

Aston Carter•Town of Islip, NY

4d•Onsite

About The Position

The Dispatcher coordinates and schedules HVAC service technicians for installation, maintenance, and repair calls while delivering exceptional customer service. This role manages daily technician schedules, communicates with customers, maintains accurate service records, and supports the office team with administrative and reporting tasks in a fast-paced environment.

Requirements

Previous dispatcher or scheduling experience, preferably in HVAC, construction, plumbing, or a skilled trades environment.
Strong customer service skills with the ability to handle inbound calls professionally and courteously.
Proficiency in data entry with strong attention to detail and accuracy.
Experience providing administrative support in a busy office setting.
Strong computer skills, including proficiency with Microsoft Outlook and Excel.
Experience using CRM or ERP systems for scheduling and job tracking.
Strong phone and verbal communication skills.
Excellent organizational and time management abilities with the ability to prioritize tasks.
Ability to multitask and stay calm and focused in a fast-paced environment.
Comfortable using scheduling software and Microsoft Office applications.

Nice To Haves

Dispatcher or scheduling experience specifically in an HVAC service environment is a plus.
Experience with industry-related CRM/ERP platforms is highly beneficial.
Strong written communication skills for documenting job notes and service records.
Ability to work collaboratively as part of a close-knit office team.
Problem-solving mindset with the ability to adapt to changing schedules and priorities.

Responsibilities

Schedule and dispatch HVAC service technicians for installation, maintenance, and repair calls.
Communicate with customers to confirm appointments, provide updates, and respond to incoming service requests.
Coordinate technician schedules based on availability, skill set, location, and job priority to optimize efficiency.
Monitor service calls throughout the day and adjust schedules as needed to handle emergencies, delays, or cancellations.
Enter and maintain accurate job details, notes, and service records in the company system.
Support service leadership with daily reporting, job tracking, and general administrative tasks.
Process work orders, invoices, and required documentation in a timely and accurate manner.
Follow up with customers after service completion as needed to ensure satisfaction and resolve any outstanding issues.
Maintain a high level of professionalism and customer service in all phone, email, and in-person interactions.
Collaborate with technicians and office staff to ensure clear communication and smooth workflow throughout the day.