Dispatcher HVAC (Commercial Service)

GSM Services•Gastonia, NC

4d•Onsite

About The Position

GSM Services is looking for a HVAC Dispatcher to join our Commercial Service team. This is a fast-paced, highly organized role for someone who enjoys solving problems, communicating with people, and keeping a lot of moving pieces on track. You'll be the connection between our customers, HVAC service technicians, warehouse team, vendors, and internal service team. Your goal is simple: help our technicians stay productive and make sure our customers always know what is happening next.

Requirements

1+ years of customer service and dispatching experience
Strong verbal and written communication skills
Excellent organization and follow-through
The ability to manage multiple priorities and frequent interruptions
Strong computer and data-entry skills
A customer-first, empathetic approach
Good judgment, teamwork, diplomacy, and professionalism
Dependable attendance and a positive attitude
At least one year of customer service and dispatching experience
Emphasis on communication, organization, accurate data entry, customer focus, resiliency, and teamwork.

Responsibilities

Build and adjust daily technician schedules based on customer and service needs while helping minimize unnecessary drive time.
Dispatch and track commercial HVAC service calls from initial scheduling through completion.
Communicate with customers regarding appointments, technician arrival times, schedule changes, parts, and next steps.
Monitor multiple communication channels and respond to customer and internal requests.
Order parts and work with vendors to track availability and estimated arrival dates.
Coordinate with our warehouse and parts runner to make sure technicians have the materials they need.
Debrief technicians after service calls and maintain accurate notes and customer records.
Work closely with other GSM teams to resolve scheduling, customer, parts, and service issues.
Follow GSM's Sundown Rule—making sure customers know the status of their service request and what they can expect next before the end of the day.