Dispatch, Outreach, and Office Coordinator

Benefits:

• Spiffs, Rewards, & Employee Contests
• Competitive Compensation
• Paid Vacation
• 401(k)
• Bonus based on performance
• Health insurance
• Training & development
• Dental insurance
• Opportunity for advancement
• Vision insurance

The Service Dispatcher, under the supervision of the Office Manager, plays a crucial role in supporting the administrative and operational aspects of the Service Department.

About the Role

We are seeking a highly organized and proactive Dispatch, Outreach, and Office Coordinator to join our team. This position is the central hub of daily operations - balancing technician scheduling, customer communication, lead tracking, and administrative support. The right candidate will thrive in a fast-paced environment, take initiative, and ensure that both our operations teams and customers experience seamless, professional support.

Key Responsibilities

Scheduling & Dispatching

• Receive and prioritize incoming service requests from customers.
• Schedule and dispatch HVAC technicians for service calls, installations, and maintenance jobs.
• Adjust routes and schedules in real time to maximize efficiency and handle emergencies, delays, or cancellations.
• Conduct daily follow-ups on outstanding leads and open service tickets.

Customer Service & Communication

• Act as the main point of contact for customers, technicians, and management.
• Answer inbound calls and emails related to service requests, scheduling, and pricing.
• Provide courteous, accurate, and timely responses to customer inquiries, including warranties and follow-ups.
• Document and address customer concerns, ensuring prompt resolution and satisfaction.
• Maintain customer records, service histories, and warranties in company software (Sera).

Monitoring & Support

• Track technician progress throughout the day and provide operational support as issues arise.
• Monitor job completion and confirm customer satisfaction (including “Happy Calls” post-service).
• Report recurring service issues and inefficiencies to management.
• Ensure technicians have proper tools, materials, and information before jobs.

Lead Tracking & Outreach

• Monitor and track new leads from platforms such as Angi, Yelp, Bullseye Pro, Google Local Services, and others.
• Provide reporting on lead sources, conversion rates, and outreach effectiveness.
• Support marketing efforts by coordinating follow-ups on incoming leads.

Office Coordination & Administrative Support

• Intake and process customer calls, creating/updating job records in Sera.
• Manage workflow between service and install teams, ensuring jobs move smoothly from sales through completion.
• Handle permits, inspections, warranties, and parts orders.
• Maintain compliance with company policies, warranties, and safety requirements.
• Prepare detailed reports for management, including service performance, audits, and quality assurance.

Qualifications

• 2+ years of experience in dispatching, scheduling, office coordination, or related administrative roles (HVAC/Service industry experience preferred).
• Strong multitasking and organizational skills with the ability to adjust priorities quickly.
• Excellent communication skills - both written and verbal.
• Proficiency with scheduling/dispatch software (experience with Sera a plus).
• Problem-solving mindset with the ability to remain calm under pressure.
• Comfortable with customer-facing interactions and conflict resolution.

Why Join Us?

• Be part of a growing and respected HVAC/Electrical/Solar company.
• Work in a dynamic role where no two days are the same.
• Competitive pay and benefits package.
• Opportunity to directly impact customer experience and operational efficiency.

THIS IS NOT A REMOTE POSITION

👉 How to Apply: Submit your resume and cover letter to https://sites.google.com/controllingsystemsco.com/csi-application/home .