HVAC Dispatcher

Rocket Cooling • Lehigh Acres, FL

2d • Onsite

About The Position

The Dispatcher is responsible for owning the daily service board and ensuring the right technician is on the right call at the right time. This role is the communication hub between our customers, technicians, and the Service Manager. You’ll spend your day actively managing the schedule in ServiceTitan, making real-time decisions, communicating directly with technicians, adjusting priorities as calls change, and ensuring every customer receives an exceptional experience. This is not a passive dispatch role. We are looking for someone who takes ownership, isn’t afraid to pick up the phone, provides direction when needed, accepts feedback from leadership, and enjoys making decisions that improve technician efficiency and customer satisfaction.

Requirements

• Minimum 2 years of dispatching, scheduling, customer service, or service industry office experience
• ServiceTitan experience strongly preferred
• Strong understanding of dispatch boards, technician routing, and schedule management
• Excellent organizational skills with exceptional attention to detail
• Ability to think critically, solve problems, and make decisions in a fast-paced environment
• Comfortable communicating directly with field technicians and providing clear direction when priorities change
• Coachable and receptive to feedback while maintaining confidence in daily decision making
• Strong computer skills with the ability to quickly learn new technology
• Professional communication skills with both customers and technicians
• Positive attitude with a strong sense of ownership and accountability
• Customer service: 2 years required
• ServiceTitan: 1 year preferred
• Google Workspace: 1 year preferred

Nice To Haves

• HVAC, plumbing, electrical, or other home service industry experience strongly preferred
• Experience with Google Workspace preferred

Responsibilities

• Own the daily dispatch board utilizing ServiceTitan
• Assign the right technician to the right call based on technical ability, location, workload, and customer needs
• Continuously monitor and adjust the dispatch board throughout the day to maximize efficiency, productivity, and customer satisfaction
• Work directly with the Service Manager to prioritize calls, manage technician workloads, and improve scheduling strategies
• Develop a strong understanding of each technician’s strengths, certifications, skill sets, and areas of expertise to make better dispatch decisions
• Maintain constant communication with technicians throughout the day, providing schedule updates, job changes, and support
• Be comfortable picking up the phone to communicate with technicians, redirect priorities, and keep the day running efficiently
• Review technician progress throughout the day and proactively adjust schedules to minimize downtime and maximize productivity
• Utilize ServiceTitan to manage scheduling, technician routing, customer records, job statuses, notes, and dispatch workflows
• Answer incoming customer calls professionally and confidently
• Make outbound calls to schedule service appointments, maintenance visits, customer follow-up, and fill scheduling gaps
• Promote and renew Rocket Cooling maintenance memberships while educating customers on the value of ongoing preventative maintenance
• Maintain detailed customer notes and accurate job information within ServiceTitan
• Work collaboratively with CSRs, technicians, Service Managers, and other Rocket Cooling locations to ensure smooth daily operations
• Deliver a world-class customer experience on every interaction

Benefits

• Competitive hourly pay based on experience
• Performance-based incentives
• 401(k) with company match
• Health, dental, and vision insurance
• Paid time off
• Ongoing training and professional development
• Modern technology including ServiceTitan and industry-leading tools
• Direct access to ownership and leadership
• Opportunity to grow with one of Southwest Florida’s fastest-growing HVAC companies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed