HVAC Service Coordinator / Dispatcher

This is not a receptionist or basic customer-service position. Atlantic Shores Heating & Cooling is looking for an experienced, highly organized Service Coordinator / Dispatcher to take ownership of the daily operation of our residential HVAC service department. This position sits at the center of our service operation. You will answer customer calls, schedule and dispatch technicians, manage changes throughout the day, communicate with customers, monitor technician progress, document information accurately, and make real-time decisions that keep the department moving. HVAC service does not always go according to plan. Calls run long. Emergencies come in. Customers need updates. Technicians need support. Priorities change. We are looking for someone who can remain calm, think through what needs to happen next, and make good decisions without needing constant direction. Atlantic Shores Heating & Cooling is a family-owned company that has served Hampton Roads since 1995. We are growing, strengthening our systems, and building a team centered around accountability, professionalism, communication, and taking care of people. What You’ll Be Responsible For Answer incoming customer calls promptly and professionally. Gather complete and accurate information before scheduling service. Schedule service appointments based on technician availability, location, job type, priority, and travel efficiency. Dispatch technicians throughout the day and monitor the progress of the schedule. Adjust the schedule when jobs run long, emergencies arise, technicians become unavailable, or customer needs change. Provide professional, clear, and efficient customer communication regarding scheduling, delays, service expectations, and next steps while maintaining focus on the operational needs of the service department. Keep technicians informed of schedule changes and ensure they have the information needed before arriving at a job. Review customer history, equipment information, job notes, and other relevant details before dispatch. Maintain complete and accurate customer, appointment, and job documentation in the company CRM. Review completed work orders for missing information and assist with proper closeout. Help process invoices, payments, maintenance agreements, warranty information, and other service-related documentation. Follow up on unfinished service items and make sure responsibilities do not fall through the cracks. Group calls geographically when possible to reduce unnecessary drive time and support technician productivity. Identify scheduling or customer-service problems early and take action before they become larger issues. Communicate with management when a situation truly requires escalation — while independently handling routine decisions within the responsibilities of the position. The Person We’re Looking For This role requires someone who is naturally organized, comfortable managing several priorities at once, and able to remain professional when the day changes unexpectedly. You should be able to stay composed when the phone is ringing, a customer is frustrated, a technician needs an answer, and the schedule you built that morning suddenly needs to change. We are looking for someone who knows the difference between a situation that requires management involvement and a routine operational decision they are expected to handle independently. This role requires sound judgment. You will not always have a script for every situation and you will be expected to gather the available information, determine the appropriate next step, and act. The right person for this position will also be able to provide professional, clear, and efficient customer communication while maintaining ownership of the operational needs of the service department. Customer service is important, but this role is ultimately responsible for helping keep the service operation organized, productive, and moving forward. We are specifically looking for s…

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