Airco
Position Summary
The Dispatcher plays a critical role in Airco's daily operations by coordinating technician schedules, managing service calls, and serving as a primary communication link between customers, technicians, and leadership. This role requires strong organization, clear communication, and the ability to manage multiple priorities in a fast-paced service environment.
Pay Scale Based on experience
Work Schedule
Monday-Friday, 7:00 AM - 4:00 PM
Occasional overtime as business needs require
Key Responsibilities Dispatch & Scheduling
Manage and maintain daily technician schedules
Dispatch technicians efficiently as service calls are completed
Dispatch technicians from home to first call when applicable
Forecast workload 2-3 days in advance to ensure proper coverage
Maintain and update the dispatch board/schedule in real time
Maintain technician on-call and standby schedules
Customer Communication
Answer incoming customer calls professionally and promptly
Keep customers informed of scheduling, delays, and lead times
Contact customers to schedule work once parts are received
Conduct customer follow-up calls, happy calls, and surveys
Maintain accurate and up-to-date customer records
Service Call Management
Create and manage dispatch tickets for all service calls
Debrief technicians after each completed call
Respond to overnight messages and urgent communications
Follow up on all pending and recommended work using the pending work log
Administrative & Reporting Duties
Prepare service invoices and timecards for processing
Review and verify service timecards against schedules and GPS reports
Maintain service invoice logs and service history files
Forward checks, charge slips, and payments to accounting
Provide maintenance contract billing information to accounting
Calculate and enter reporting data into the 8 For 10 database
Maintenance Agreements & Contracts
Manage maintenance agreements including billing, scheduling, renewals, and materials staging
Type service contract proposals for new customers
Maintain customer history files and database accuracy
Parts & Warranty Coordination
Order parts for special orders
Notify warehouse of parts used for truck restocking
Prepare and process manufacturer warranty paperwork
Facilitate return of warranty parts
Additional Support
Assist management with marketing or operational tasks as directed
Update customer files with new equipment, warranties, and installation details
File service orders and maintain accurate documentation
Perform other duties as assigned
Required Qualifications
High school diploma or GED required
Minimum of two (2) years of experience in dispatching, customer service, project coordination, or related field (or equivalent education/experience)
Strong customer service and communication skills
Ability to multitask and stay organized in a fast-paced environment
Working knowledge of computers and service software
Geographic knowledge of the service area or strong map-reading skills
HVAC or service-industry experience preferred but not required
Core Competencies
Clear and professional communication
Strong attention to detail
Time management and prioritization
Team collaboration
Problem-solving and adaptability
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Pay Scale Based on experience
Work Schedule
Monday-Friday, 7:00 AM - 4:00 PM
Occasional overtime as business needs require
Key Responsibilities Dispatch & Scheduling
Manage and maintain daily technician schedules
Dispatch technicians efficiently as service calls are completed
Dispatch technicians from home to first call when applicable
Forecast workload 2-3 days in advance to ensure proper coverage
Maintain and update the dispatch board/schedule in real time
Maintain technician on-call and standby schedules
Customer Communication
Answer incoming customer calls professionally and promptly
Keep customers informed of scheduling, delays, and lead times
Contact customers to schedule work once parts are received
Conduct customer follow-up calls, happy calls, and surveys
Maintain accurate and up-to-date customer records
Service Call Management
Create and manage dispatch tickets for all service calls
Debrief technicians after each completed call
Respond to overnight messages and urgent communications
Follow up on all pending and recommended work using the pending work log
Administrative & Reporting Duties
Prepare service invoices and timecards for processing
Review and verify service timecards against schedules and GPS reports
Maintain service invoice logs and service history files
Forward checks, charge slips, and payments to accounting
Provide maintenance contract billing information to accounting
Calculate and enter reporting data into the 8 For 10 database
Maintenance Agreements & Contracts
Manage maintenance agreements including billing, scheduling, renewals, and materials staging
Type service contract proposals for new customers
Maintain customer history files and database accuracy
Parts & Warranty Coordination
Order parts for special orders
Notify warehouse of parts used for truck restocking
Prepare and process manufacturer warranty paperwork
Facilitate return of warranty parts
Additional Support
Assist management with marketing or operational tasks as directed
Update customer files with new equipment, warranties, and installation details
File service orders and maintain accurate documentation
Perform other duties as assigned
Required Qualifications
High school diploma or GED required
Minimum of two (2) years of experience in dispatching, customer service, project coordination, or related field (or equivalent education/experience)
Strong customer service and communication skills
Ability to multitask and stay organized in a fast-paced environment
Working knowledge of computers and service software
Geographic knowledge of the service area or strong map-reading skills
HVAC or service-industry experience preferred but not required
Core Competencies
Clear and professional communication
Strong attention to detail
Time management and prioritization
Team collaboration
Problem-solving and adaptability
#J-18808-Ljbffr