Dispatcher/ Office Assistant

Position Summary Best HVAC Inc. is seeking an organized, dependable, and customer-focused Dispatcher / Office Assistant to support daily operations of our growing HVAC business. This position plays a critical role in coordinating service technicians, scheduling customer appointments, maintaining accurate job information, and ensuring effective communication between customers, field technicians, and management. The ideal candidate is proactive, detail-oriented, comfortable managing multiple priorities, and capable of maintaining a professional and positive attitude in a fast-paced office environment. Primary Duties and Responsibilities 1. Dispatching & Scheduling Schedule and dispatch HVAC technicians for service calls, maintenance appointments, repairs, and installation-related work. Coordinate daily technician schedules to maximize productivity and minimize unnecessary travel time. Prioritize emergency service calls and adjust schedules as needed. Monitor technician progress throughout the day and maintain awareness of job status. Communicate scheduling changes, delays, and cancellations promptly to customers and technicians. Ensure technicians receive complete job details, including customer information, service history, location, and relevant notes. Coordinate follow-up visits when additional work, materials, or repairs are required. Notify the Operations Manager of scheduling conflicts, excessive delays, or technician availability concerns. 2. Customer Service & Communication Answer incoming phone calls professionally and promptly. Assist customers with scheduling appointments, service requests, and general questions. Maintain a friendly, helpful, and professional attitude during customer interactions. Communicate appointment windows, technician arrival updates, and scheduling changes. Address basic customer concerns and escalate complaints or complex issues to management. Follow up with customers regarding outstanding service requests and unfinished work. Support customer satisfaction by ensuring timely communication and follow-through. Maintain accurate customer profiles, service addresses, job descriptions, and appointment details. Review technician notes and photographs for completeness. Verify completed jobs are properly marked finished. Identify unfinished jobs requiring additional visits, parts, or management review. Track outstanding estimates, follow-up appointments, and incomplete work orders. Assist with preparing invoices, estimates, and payment documentation as authorized. Maintain accurate job statuses to support operational reporting. Ensure information entered into Housecall Pro is accurate and up to date. 3. Technician Coordination & Accountability Maintain regular communication with technicians throughout the workday. Ensure technicians check in with the office after each completed service call. Verify technicians communicate any additional parts, materials, or follow-up work needed. Confirm required job notes, photos, and documentation are submitted. Communicate schedule expectations and assignments clearly. Notify management when technicians experience delays or cannot complete scheduled work. Assist in coordinating supply house pickups and material availability. Track open jobs and help ensure no customer requests or follow-up work are overlooked. 4. Office Administration Maintain organized electronic and physical office records. Assist with filing, data entry, document preparation, and general administrative duties. Support invoice processing, customer billing, and payment tracking. Assist with ordering office supplies and coordinating operational materials. Maintain accurate customer and vendor information. Assist management with preparing daily and weekly operational reports. Support communication between the office, field technicians, vendors, and management. Perform additional administrative duties as assigned. 5. Job Follow-Up & Completion Review daily schedules to identify completed, incomplete,…

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