HVAC Dispatcher & Office Administrator

Socal Recruiting•Knoxville, TN

About The Position

Pols Heating and Cooling is a growing residential HVAC and plumbing company serving homeowners throughout Knoxville. Our team is built on responsiveness, professionalism, and delivering an exceptional customer experience. We take pride in being the company homeowners trust when comfort systems matter most. We are looking for a dependable, self-driven, and highly organized Dispatcher & Office Administrator who thrives in a fast-paced environment and enjoys wearing multiple hats. This is not a sit-back-and-answer-the-phone role...we need a go-getter and problem solver who loves talking with customers, supporting technicians, and keeping the office running smoothly. If you enjoy being the central hub of communication, solving issues before they escalate, and staying involved in all aspects of the business, this could be the perfect long-term opportunity for you! As our Dispatcher & Office Administrator, you will be the point person between homeowners and technicians. You’ll manage incoming and outbound calls, dispatch service appointments, oversee maintenance agreement clients, and handle key administrative and operational tasks that keep the business running efficiently. You will play a critical role in customer satisfaction, technician productivity, and overall office organization.

Requirements

Prior experience in residential HVAC or plumbing industry is strongly preferred.
Dispatching experience required.
Comfortable handling both inbound and outbound customer calls.
Strong phone presence and customer communication skills.
Organized, detail-oriented, and able to multitask effectively
Problem-solving mindset with the ability to stay calm under pressure
Experience with scheduling software and basic office systems.
Dependable, professional, and team-oriented.
Ambitious and eager to take ownership of responsibilities.

Responsibilities

Answer incoming calls and schedule service appointments.
Dispatch HVAC technicians efficiently based on urgency, location, and skillset.
Make outbound calls to maintenance agreement customers for scheduling and follow-up.
Serve as the primary point of contact for homeowners and field technicians.
Troubleshoot customer concerns and resolve issues professionally.
Manage and track maintenance agreement clients.
Perform data entry and maintain accurate service records.
Track inventory levels and assist with ordering materials.
Support general administrative and office functions.
Monitor daily schedules and ensure technicians are fully booked.
Assist with tracking KPIs and office performance metrics.