Dispatcher

Aston Carter•Southfield, MI

11d•Onsite

About The Position

This on-site Dispatcher role coordinates daily service operations by managing schedules, purchase orders, and customer requests in a busy construction and service environment. The position requires a proactive self-starter who communicates confidently with technicians, operations teams, and customers to ensure the right resources are dispatched to the right jobs at the right time. You will handle a varying volume of inbound service calls, maintain accurate records in multiple systems, and support both field operations and administrative functions to keep projects running smoothly.

Requirements

Minimum 1+ years of recent dispatch or logistics coordination experience.
Experience working in environments related to plumbing, HVAC, construction, or similar service industries.
Ability to troubleshoot basic issues related to scheduling, dispatching, or customer inquiries.

Nice To Haves

Previous HVAC dispatch experience.
Experience working in or supporting plumbing, HVAC, construction, or call center environments.
Experience with Lotus Notes.
Experience with AS400 systems.
Familiarity with Sugar or similar customer management or quoting systems.
Strong organizational skills and the ability to maintain accurate customer and project files.
Ability to build positive relationships with customers, vendors, and external partners.

Responsibilities

Manage and track daily schedules for technicians and employees, ensuring the right personnel are assigned to each job based on job type and location.
Handle inbound customer service calls, which may range from low volume to 15–25 calls per day, and respond promptly and professionally to each request.
Learn and understand the different types of jobs the company performs, including the specific technicians or workers required for each type of service.
Evaluate service call locations and select the most appropriate technician to dispatch based on geography, skills, and availability.
Communicate frequently and directly with field technicians by phone rather than relying on email or text, maintaining clear and timely updates.
Provide a positive and productive working relationship with all customers, vendors, and external contacts through professional and courteous communication.
Answer and handle phone calls as needed, routing calls appropriately and ensuring customer needs are addressed.
Communicate customer requests and updates to technicians and operations managers to ensure accurate and timely service delivery.
Process quotes and enter related information into the Sugar system or other internal tools, maintaining accuracy and completeness.
Inform the immediate supervisor of any customer-related complaints, concerns, or issues that require escalation or follow-up.
Interact with operations managers regarding customer contracts, service expectations, and project requirements.
Update and maintain customer status reports and other reporting requirements to keep stakeholders informed of job progress.
Type and coordinate customer proposals, ensuring documents are accurate, professional, and delivered in a timely manner.
Maintain customer and project files as assigned, organizing documentation for easy retrieval and audit readiness.
Maintain databases and tracking information related to dispatching, projects, and customer activities.
Assist in maintaining the service vehicle program, including tracking vehicle assignments and related information as needed.
Assist with billing questions when necessary by providing accurate information, documentation, or clarification to internal teams or customers.
Perform general administrative duties related to dispatch, customer service, and office operations.
Complete other duties as assigned to support the smooth operation of the office and field service teams.