Dispatcher - Commercial Hvac

Position: Dispatcher - Commercial HVAC

The Dispatcher for Commercial HVAC (Heating, Ventilation, and Air Conditioning) is a key administrative role responsible for coordinating and dispatching service technicians to various commercial HVAC service calls. This position requires excellent organizational skills, effective communication abilities, and a strong understanding of HVAC systems and service procedures. The Dispatcher plays a critical role in ensuring timely response to customer requests, optimizing technician schedules, and maintaining customer satisfaction.

Responsibilities:

Dispatching Service Technicians:

• Receive service requests from customers via phone, email, or online systems.
• Coordinate with service technicians to schedule appointments and assign work orders based on technician availability, location, and skillset.
• Prioritize service calls based on urgency, customer requirements, and contractual obligations.
• Communicate job details, including location, equipment involved, and customer contact information, to service technicians.
• Monitor technician progress and provide support as needed to ensure timely completion of service calls.

Customer Communication:

• Serve as the primary point of contact for customers regarding service inquiries, scheduling updates, and status updates.
• Communicate with customers to confirm appointment times, provide estimated arrival windows, and address any concerns or questions.
• Notify customers of any delays or changes to scheduled appointments and work to resolve any issues promptly.
• Maintain professional and courteous communication with customers at all times, ensuring a positive service experience.

Technical Support and Resource Management:

• Assist service technicians with technical questions, troubleshooting, and job-related inquiries as needed.
• Coordinate with vendors and suppliers to procure necessary parts and materials for service jobs.
• Maintain accurate records of technician schedules, work orders, and service history using dispatching software or other tools.
• Optimize technician routes and schedules to maximize efficiency and minimize travel time and expenses.

Administrative Duties:

• Generate service tickets, work orders, and invoices accurately and promptly.
• Update customer records and service histories in the company's database or CRM system.
• Assist with billing inquiries, payment processing, and account reconciliation as needed.
• Provide administrative support to the service department, including filing, data entry, and other tasks as assigned.

Requires:

• High school diploma or equivalent; additional education or training in HVAC systems or related field is preferred.
• Proven experience in a dispatching or scheduling role, preferably in the HVAC or service industry.
• Strong knowledge of commercial HVAC systems, equipment, and terminology.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, technicians, and internal staff.
• Proficiency in computer systems and software applications, including dispatching software, CRM systems, and Microsoft Office suite.
• Exceptional organizational skills and the ability to multitask in a fast-paced environment.
• Problem-solving abilities and the capacity to make quick decisions under pressure.
• Flexibility to adapt to changing priorities and work schedules.
• Valid driver's license and clean driving record may be required.

Advanced Builder Services, Inc. is now employee owned! We are a commercial and residential HVAC and Plumbing contractor that has been in business for over 20 years. From 100-year-old boiler units to modern digital systems, we understand each operation is different and we customize service to meet our customer's needs. We provide full time building engineers to semi-annual maintenance including HVAC, plumbing, and electrical.
Our mission is to provide our employees with a positive, helpful, and rewarding work environment which allows them to grow individually and as a team so that we can provide exceptional service to our customers. That dedication to customer service has only strengthened since we became employee owned where, as part of the Teamshares network of companies, every full-time employee is an owner of ABSI.