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Job Description for a Service Dispatcher

Position Summary

We are seeking an organized, customer-focused Service Dispatcher to coordinate daily HVAC service operations. This position is responsible for scheduling and dispatching service technicians, communicating with customers, monitoring job progress, and ensuring service calls are completed efficiently and professionally.

Key Responsibilities

• Schedule and dispatch HVAC service technicians based on priority, location, skill set, and availability.
• Receive and prioritize incoming service calls, emergency requests, and customer inquiries.
• Communicate clearly with customers regarding appointment times, technician arrival windows, and service updates.
• Monitor technician schedules and adjust assignments throughout the day as needed.
• Maintain accurate service records, work orders, customer information, and job statuses.
• Coordinate with technicians, service managers, parts personnel, and other departments to resolve scheduling issues.
• Follow up on open service calls, delays, parts requirements, and customer concerns.
• Identify scheduling conflicts and proactively make adjustments to maximize technician productivity.
• Ensure customers receive timely updates and a positive service experience.
• Assist with invoicing, purchase orders, warranty calls, and other administrative service functions as needed.
• Maintain professionalism and composure in a fast-paced environment.

Qualifications

• 2+ years of experience in HVAC, mechanical contracting, service dispatching, or a related field preferred.
• Previous HVAC dispatching experience strongly preferred; commercial or residential experience is beneficial.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving and customer-service abilities.
• Comfortable working with computers, scheduling software, and Microsoft Office.
• Ability to understand technician skill sets, service requirements, and geographic routing.
• Dependable, detail-oriented, and able to work effectively under pressure.

What Success Looks Like

The successful Service Dispatcher keeps technicians productive, customers informed, and service operations running smoothly. This person will be proactive, organized, calm under pressure, and committed to providing an exceptional customer experience.

For additional information on this opportunity, please contact Brandi Hoerner directly at (605) 231-5996. Resumes may be confidentially sent to brandi.hoerner@gogpac.com.

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.