Dispatcher and Customer Service Representative

Position Summary As an HVAC Dispatcher at Honest Air LLC, you are the critical link between our valued customers and our team of HVAC field technicians. Your main goal is to optimize daily technician routes, manage emergency dispatch requests, provide clear communication to customers, and ensure smooth, efficient office operations. Key Responsibilities Dispatching & Logistics Schedule and dispatch HVAC technicians to residential and commercial service calls, maintenance jobs, and installations. Map and optimize daily technician routes to minimize drive time and maximize field productivity. Continually monitor technician locations, job progress, and schedules throughout the day to adjust routes dynamically. Handle high-priority/emergency calls (e.g., severe heat/cold system failures) and efficiently re-route technicians when needed. Customer Communication & Care Answer incoming customer phone calls with warmth, clarity, and professionalism. Send proactive arrival updates and technician ETA notifications to customers. Address customer inquiries regarding service visits, arrival windows, and basic job updates with empathy and honesty. Follow up with customers after service completion to ensure full satisfaction. Administrative & Operations Support Accurately enter and update customer accounts, job details, and service histories in our field service software (e.g., Housecall Pro, ServiceTitan, Jobber). Review field technician debriefs and job notes to ensure accurate billing and part tracking. Communicate with the parts department or team lead to confirm necessary components are ready for upcoming jobs. Perform general administrative tasks including customer intake, basic invoicing, and service contract tracking. Qualifications & Skills Experience: Minimum 1–2 years of dispatching or scheduling experience, preferably in HVAC, plumbing, electrical, or home services trades. Tech-Savvy: Proficiency with field service management platforms (e.g., ServiceTitan, Housecall Pro, FieldEdge) and GPS tracking software. Communication: Exceptional phone etiquette, clear verbal/written skills, and an empathetic, customer-first attitude. Problem-Solving & Multitasking: Ability to stay calm under pressure, make quick logical decisions, and re-prioritize schedules on the fly. Geographic Knowledge: Strong familiarity with the local service area and main traffic patterns to optimize routes effectively. Education: High School Diploma or equivalent required. Pay: $16.00 - $25.00 per hour Expected hours: 40.0 per week Benefits: 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance Work Location: In person

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