HVAC Dispatcher

Aston Carter•Livonia, MI

18h•Onsite

About The Position

We are seeking a dedicated HVAC Dispatcher/Service Coordinator to join our team. The successful candidate will support the performance of operations, manage customer service requests, and dispatch service technicians. This role involves coordinating maintenance planning, handling customer communications, and ensuring efficient scheduling of field personnel.

Requirements

2+ year of customer service and dispatching experience.
Proficiency in Microsoft Office applications (Outlook, Excel, Word).
Previous experience in coordinating, billing systems, and technical support.
High School Diploma or GED.
Minimum of two years experience in dispatching or service capacity in HVAC/Electrical/Mechanical industry.
Mechanical aptitude and ability to anticipate next steps.
Strong communication skills over phone and email.
Knowledge of local service area.
Ability to multitask, detail-oriented, and strong organizational skills.
Discretion and judgment for timely decision-making.

Responsibilities

Support operations by managing planned and unplanned maintenance/service calls.
Coordinate successful operations in line with company policies and guidelines.
Plan and dispatch field technicians for monthly maintenance.
Serve as the single point of contact for all customer service requests and emergency calls.
Prioritize calls based on severity and technician availability.
Qualify service requests to establish response time requirements.
Determine and dispatch appropriate technicians to resolve problems efficiently.
Communicate schedules and updates with customers.
Report work progress, customer relations, and other operational matters to the Service Office Manager.
Create effective work schedules for field personnel to maximize skill use and meet customer needs.
Audit service reports regularly and provide logistical support to field staff.
Maintain understanding of mechanical systems to make informed scheduling decisions.
Dispatch technicians to service HVAC and electrical equipment within a 1-100 miles radius.
Receive incoming service requests and assess urgency and nature of issues.
Schedule service appointments for commercial HVAC repairs, installations, and maintenance.
Assign and dispatch technicians based on their skills, location, and workload.
Maintain and update service schedules with job details and completion status.
Monitor service call progress and address issues proactively.
Handle daily invoicing of completed jobs.