Service Coordinator-Dispatch for Commercial HVAC
About The Position
The Service Coordinator (Dispatcher) — Commercial HVAC is the “face” or first point of contact for Smart Air Systems, Inc. and is the hub between our customers, field technicians, and internal teams. This is a critical role responsible for creating exceptional customer experiences while coordinating service schedules, dispatching technicians, managing work orders, and ensuring jobs run efficiently from start to finish. This role requires effective communication skills, exceptional organizational, sound decision making, and the ability to stay positive and thrive in a fast-paced environment where priorities can change throughout the day.
Requirements
- Excellent verbal and written communication skills, with the ability to balance professionalism with personal connection.
- Strong organizational skills and attention to detail, with the ability to manage multiple service calls, changing priorities, schedules, time-sensitive tasks and documentation accurately.
- Strong problem solving and decision-making skills, with the ability to make sound scheduling and dispatch decisions based on urgency, technician availability, location, ETA, and skillset.
- Ability to build positive working relationships and consistently maintain a professional, dependable, and customer-focused approach in a fast-paced service environment.
- Ability to learn and effectively use service management administrative systems, including Sage Field Operations and Timberline/Sage-related processes, and follow established procedures job files, work orders, inspections, and project closeout.
- Self-directed and proactive, with the ability to anticipate needs, think ahead, listen effectively, and take initiative.
- Team mentality, willing to hold self and others accountable, no matter the position.
- Must be able to pass a background check and drug screening.
Responsibilities
- Coordinate service scheduling and dispatch by prioritizing calls and jobs, assigning technicians based on urgency, location, availability, and skillset, maintaining accurate schedules and job status.
- Serve as the primary communication link between customers, technicians, and internal teams, responding to service requests, providing scheduling updates, gathering job information, and ensuring clear and professional communication consistently throughout the service process.
- Manage service job coordination and documentation, including work orders, project information, technician paperwork, customer files, service contracts, and required closeout documentation to support accurate and timely invoicing.
- Monitor service activity and job progress, including technician time, inspection hours, job status, and return visits, communicating concerns and making scheduling adjustments as needed.
- Support service operations and customer follow up by coordinating access, cranes, and other job requirements; following up with customers after service; and helping ensure a positive customer experience.
- Maintain accurate service records and administrative processes, including reviewing, organizing, and distributing daily service documentation and ensuring service management systems and files remain current and complete.
Benefits
- Health Insurance: 70% reimbursement (up to $500/month)
- Paid Time Off (PTO)
- Simple IRA with up to 3% employer match
- Opportunities for growth, mentorship, and skill development.
- Work with a team that celebrates craftsmanship, collaboration, and excellence.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
