Job Description

Expert Heating and Cooling specializes in Commercial and Residential HVAC Services, and we are hiring. We are seeking a skilled and motivated Commercial Service Coordinator / Dispatcher to join our team! If you are looking to join a fast-growing, dynamic organization that offers tremendous career growth potential, please submit your resume for immediate consideration!

The Commercial Service Coordinator / Dispatcher supports operations by scheduling technicians, optimizing routes, and assigning work orders using the ServiceTitan software. The role also includes customer service, managing client communications, and ensuring technicians have the necessary information and parts. Success in this fast-paced position requires strong organizational and communication skills, geographical knowledge, and the ability to make quick, strategic decisions to keep projects running smoothly and drive company success.

Essential Duties and Responsibilities

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Additional duties may be assigned by the manager.

The Commercial Service Coordinator / Dispatcher successfully performs the following tasks, duties and responsibilities:

Dispatch and Scheduling

• Coordinate and assign commercial technicians to jobs based on skill location, and priority.
• Review, follow-up and schedule maintenance and/or service requests.
• Ensure accuracy with appointments and notes; modifying forms as needed in ServiceTitan, the current Field Service Management (FSM) software.
• Renew and batch all commercial maintenance or service invoices.

Route Optimization

• Plan and manage daily schedules to ensure efficient routing and minimize delays.

Work Order Management

• Create and dispatch service request work orders to technicians.

Technician Support

• Act as a liaison between technicians and the office, assisting with material orders and scheduling return visits.
• Support commercial technicians regarding maintenance, service, or membership jobs through all methods of communication, including occasional meetings.
• Adjust technicians’ time sheets in ServiceTitan as needed.

Customer Interaction and Communication

• Maintain contact with clients, provide updates on work order status, and address any questions or concerns.
• Receive incoming calls to support general inquiries, ensuring proper departmental routing and/or scheduling service and maintenance appointments.
• Assist any walk-in customers with general inquiries, making payments, and over the counter sales.

Problem Solving

• Address and resolve conflicts and manage last-minute changes due to traffic or equipment issues.

Additional Duties and Responsibilities

• Support seasonal & recurring maintenance management through operational peaks.
• Adding detailed job documentation for specific details.
• Respond to after-hours emails, web requests, social media inquiries and/or phone dispatch.
• Work cross-functionally, internally and externally, to support operational efforts.
• Coordinate parts and materials, including warranty-related items as needed.

Qualifications

• High School Diploma or GED; some post-high school education from college, trade school, or military is a plus.
• 2+ years of experience in customer service, administrative support, or scheduling in a service-oriented environment.Skilled trades is a plus.
• Expert with Microsoft Office and scheduling software.
• Strong verbal and written communication skills, including the ability to interact professionally with customers and technicians. (i.e. writing, speaking, and active listening)
• Proven history of successful organizational and time management skills
• Ability to troubleshoot scheduling conflicts, follow-up on customer requests, and ensure proper resolution of issues.
• Experience supporting field staff and coordinating workflows efficiently
• Demonstrated ability to maintain positive customer relationships by proactively handling inquiries, resolving issues, and managing contract maintenance.
• Ability to work independently and as a part of a team.
• Basic understanding of billing, invoicing, and revenue tracing processes.
• Must have reliable transportation.

Preferred Qualifications

• Experience in mechanical service providers (i.e. HVAC) including familiarity with commercial maintenance and service processes.
• Training or mentoring experience. The ability to guide new team members on FSM software (ServiceTitan), scheduling, and customer interaction best practices.

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