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HVAC Service Dispatcher

3 weeks ago

Woburn, United States HomeWorks Energy, Inc. Full time
HVAC Service Dispatcher

Position Type: Full-time

Job Summary:

The HVAC Service Dispatcher is responsible for assisting the Internal Operations Supervisor back-office support for the HVAC service team. This role encompasses call intake, customer management, technician dispatching, calendar optimization, and project management to ensure operational efficiency and customer satisfaction.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
  1. Customer Service:
    1. Field calls into the HVAC department, maintaining a high answer rate of 93% or greater.
    2. De-escalate customer concerns while scheduling service appointments with appropriate technicians.
    3. Actively manage outstanding service follow-ups to promptly contact and reschedule customers within 48 hours.
    4. Obtain missing information from technicians for follow-up visits and ensure resolution.
  2. Scheduling:
    1. Schedule service visits to meet forecasted objectives and achieve revenue targets.
    2. Ensure the service calendar is updated at least two weeks in advance to track goal progress.
    3. Optimize scheduling to minimize travel time and maximize technician skill alignment.
    4. Take part in on-call dispatching rotation, fielding and dispatching emergency calls during off-hours and weekends on a rotating basis
  3. Administration and Coordination:
    1. Work with project managers and Service Manager to deploy appropriate resources for resolving post-installation issues efficiently.
    2. Resolve subcontractor issues by coordinating with partner installer leadership or internal resources.
    3. Assign purchase orders to service technicians for parts and materials ordering.
    4. Participate in daily huddles with service coordinators to align on goals, policy changes, and procedural updates.
  4. Perform additional tasks as required.

Education & Experience:
  • Requires a high school diploma or equivalent.
  • Bachelor's degree in related field preferred.
  • 1+ years of experience in a customer-facing and field dispatching role, HVAC experience strongly preferred.
  • Experience using Service Titan software (or relevant CRM) for dispatching strongly preferred
  • Proficiency in Microsoft Office and ability to navigate CRM software such as Salesforce.
  • Exceptional communication skills (verbal, written, listening) and ability to de-escalate customer issues calmly.
  • Strong time-management and organizational skills.
  • Team-oriented mindset with technical aptitude for online scheduling and CRM software.
  • Flexible schedule including availability for evenings and weekends.
  • Motivated and goal-oriented with the ability to adapt in a dynamic environment. Requires proficiency in reading, writing, and communicating in English.
Supervisory Responsibilities:

This is an individual contributor position with no supervisory responsibilities.

Work Environment:
  • Office Environment: This position is primarily based in an open office environment with typical office conditions; however, may occasionally be required to perform job duties outside the typical office setting.
  • Hybrid position: This position is a flexible work model that combines remote and on-site work. When working remotely, the employee is required to have a workspace free of distraction during work hours to perform job duties.
Physical Demands:
    • Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.
    • This job may require travel in a personal or company-provided vehicle.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.