Dispatcher IV

Welcome!

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The Dispatcher IV uses practical knowledge to complete moderately complex projects and assignments within the Dispatch family. Helps train or mentor less experienced employees. Works under general direction.

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Key Responsibilities:

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards
• Receive and prioritize incoming service requests from customers, carefully documenting details related to the issue and location.
• Utilize dispatching software to efficiently schedule and assign field technicians to job sites based on their availability, skill set, proximity to the location, and service call priority.
• Monitor technicians' schedules and job progress throughout the day, making necessary adjustments and reassignments to maximize productivity and ensure timely service.
• Act as the main point of contact between customers and field staff, providing updates on technician arrival times, service status, and addressing any customer inquiries or concerns.
• Maintains customer records by updating account information
• Adheres to CPI compliance regulations when taking payments over the phone
• Updates capacity planner whenever calls or booked, rescheduled or cancelled
• Continually maintains working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance

Qualifications:

• High school diploma or equivalent with 6+ years experience working in dispatch or another coordinating environment
• Experience or training the use of computers and related systems in an administrative office environment
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment
• Ability to make decisions based on established guidelines and procedures
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Effective organizational and time-management skills. Must be able to prioritize work based on service demands
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
• Coordinate multi-route documentation ensuring completeness and accuracy for billing and analytics.
• Manage shared inbox/queues for dispatch requests and triage per priority.
• Own access credential updates (gate codes, dock contacts) across routes.
• Build and maintain driver quick-reference guides for complex lanes.
• Handle batch updates to status codes under dispatcher direction.
• Compile daily performance summaries for manager review.
• Monitor telematics dashboards for basic alerts and route health flags.
• Schedule driver briefings and collect acknowledgments.
• Coordinate VIP shipment notes and ensure they are visible to dispatch.
• Maintain resource calendars (equipment, driver availability) and highlight conflicts.

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Minimum Experience: 6+ years
Years Minimum Education: High School Diploma/GED

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Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [email protected]