Plumbing & HVAC Dispatch & Customer Service Wizard

Plumbing & HVAC Dispatch & Customer Service Wizard Location: Northville, NY 12134 (In-Person | Remote for On-Call blocks) Pay: $18.00 – $22.00 an hour Job Type: Full-time (35.0 – 48.0 hours per week) Schedule: Monday – Friday (Plus rotating On-Call emergency blocks) About the Role Allen & Palmer is a trusted name in home services, and we are entering an exciting next phase of major expansion! We believe that top-notch customer service, team collaboration, and business sustainability go hand-in-hand. We are seeking a reliable, sharp Dispatch Wizard to hit the ground running as the central hub of our growing service department.In this role, you will be the air traffic control for our HVAC and Plumbing teams. Operating out of our Northville office, you will handle everything from the initial customer call to scheduling, part ordering, and billing. You will maximize efficiency and customer satisfaction by strategically matching the right technician to the right job based on their unique skill level and availability.We take massive pride in our workplace culture. We maintain an optimistic, high-energy environment where people genuinely enjoy showing up. Because we are growing fast, we need a highly dependable professional who takes true ownership of their desk and delivers excellence every day.Key Responsibilities Premium Customer Care: Answer incoming calls with a warm, personable, and professional attitude. Ask the right questions, gather crucial details, and write high-quality work orders. Clear, repeatable communication is king here. Smart Dispatching: Coordinate, schedule, and route field technicians in a fast-paced environment, strategically matching jobs to the tech team based on their specific skill levels and production capacity. Estimates & Booking: Provide accurate preliminary work estimates to customers and seamlessly book service appointments. Billing, Payments & Invoices: Process customer payments over the phone, finalize completed work orders, and manage accurate invoice billing. Parts Procurement: Proactively source and order necessary parts and equipment for upcoming system installations to keep jobs on schedule. Software Management: Utilize digital dispatch software to track jobs, update customer records, and monitor field schedules in real-time. Emergency Rotation: Participate in a light, rotating on-call phone support schedule (consisting of 1 week on-call every few weeks). We work hard to protect your work-life balance while ensuring our emergency clients are supported. What We’re Looking For Unwavering Reliability: A proven track record of consistent attendance, strong professional accountability, and dependable Monday–Friday availability. Adaptability & Multitasking: Strong organizational skills to manage calls, parts ordering, and technician schedules simultaneously while navigating a constantly changing daily workflow. Tech-Savvy & Number-Smart: Strong basic math skills and the tech fluency to quickly master specialized dispatch and scheduling software. Industry Knowledge (A Plus!): Prior experience with heating, cooling, and plumbing systems is helpful, but not required —we will fully train the right person! Proactive Attitude: A team player who steps up, supports general office needs, and thrives under pressure with a solutions-oriented mindset. What We Offer Exceptional Culture: Join a supportive, highly motivated, and team-focused local workplace where your hard work is noticed and celebrated. Comprehensive Benefits: Health, Dental, Vision, and Retirement options. True Work-Life Balance: We offer competitive paid time off (PTO), paid holidays, flexible scheduling during the week, and we protect your personal time with a well-spaced on-call rotation. Deep Hardware Discounts: Enjoy massive employee discounts at our fully stocked Allen & Palmer Hardware store for all your personal projects and home needs Pay: $18.00 - $22.00 per hour Benefits: Employee discount Flexible …

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