HVAC Dispatcher/Administrative Assistant - Onsite

Mako Industries•Sugar Land, TX

3d•Onsite

About The Position

The HVAC Dispatcher/Administrative Assistant - Onsite is responsible for providing high-level administrative and dispatch support to ensure smooth day-to-day operations within the HVAC service department. This role involves managing incoming work orders, dispatch communications, scheduling technicians, ensuring compliance with Not to Exceed (NTE) limits, and coordinating follow-up visits, quotes, approvals, and invoices. The ideal candidate will be highly organized, proactive, and capable of stepping in as Lead Dispatcher when needed.

Requirements

Strong knowledge of HVAC terminology and service workflow
Experience in dispatching and/or administrative roles within service industry
Exceptional organizational and multitasking abilities
Strong written and verbal communication skills
Familiarity with scheduling software (e.g., Jobber), IVR systems, and 3rd party portals
Proficiency with Microsoft Office (Word, Excel, Outlook)
Ability to prioritize tasks and make sound decisions under pressure
Strong attention to detail, particularly with numbers (e.g., NTEs, quotes, PO’s)

Nice To Haves

Prior HVAC industry experience (admin, dispatcher, or coordination role)
Experience handling NTE increases, quoting, and client approvals
Familiarity with parts ordering and PO creation

Responsibilities

Monitor and manage both Dispatch Email and Personal Mako Email for incoming work orders, updates, or client communications.
Back up Lead Dispatcher: When Lead Dispatcher is out, ensure the dispatch board is pre-set for the next day, and technicians have all assigned calls scheduled.
Communicate with field technicians and clients to ensure accurate and timely scheduling of all service calls.
Handle on-call duties: Prioritize emergency work orders after hours and determine what can be deferred based on the board's availability.
Schedule work orders (W.O’s) received via phone or email.
Input job information with proper structure: W.O #, NTE Amount, IVR # Detailed Work Order Description Attach PM Checklist or custom W.O Checklist in notes Assign correct HVAC Category for accurate technician routing
Identify potential recall work orders (NTE at $0) and handle accordingly: If unclear, contact 3rd party for clarification or request NTE increase with justification.
Notate all job activities accurately in Jobber, ensuring clear job history for future reference.
Prepare, send, and track quotes, including adding incurred amounts and detailed descriptions.
Ensure Jobber and internal notes reflect whether quote was sent to client email (house accounts) and follow up if necessary.
For After the Fact (ATF) quotes: Create new W.O # Link proposal to Jobber and portal Ensure NTE matches invoice before marking complete Notate Jobber with ATF Proposal #
Pull paperwork and attach all required approvals to Jobber and/or internal system.
Cut POs for approved quotes and part orders.
For approved jobs: Create next visit with correct description Add line items for approved work Move W.O. to appropriate board tab: "Action Required," “Unscheduled,” or schedule if parts are in stock.
Manage parts ordering and intake: Track parts delivered to office or supply house Pull necessary paperwork and schedule tech visits Submit expense entries if Dispatch orders parts
Clear technicians from jobs at completion: Review and confirm all notes, time, IVR, pictures, and expenses Match NTE in portal with final invoice Create return visits if needed with detailed descriptions Request NTE increase if needed for follow-up Ensure all jobs are cleared from the Action Required and Late Queue daily.
Input monthly PM work orders ahead of schedule.
Request $0 W.O.s to allow quoting without revisiting the site.
Monitor and update W.O. requests that stem from PM visits.
Accurately interpret technician notes to ensure: Job scope matches work order details Expenses and line items reflect the work performed Proper categorization for billing and follow-up
Keep detailed and organized records across platforms (Jobber, Portal, etc.).