HVAC Dispatcher

Position Overview

We are seeking an experienced HVAC Dispatcher to join our team supporting a U.S.-based home services company. The ideal candidate has hands-on dispatch experience in a blue-collar trade environment — HVAC, electrical, or plumbing — and is comfortable managing a high call volume with limited day-to-day supervision. This is a phone-heavy, customer-facing role requiring strong communication, organization, and CRM/scheduling software proficiency.

• Answer inbound calls and manage outbound calls with American clients, providing clear, professional, and courteous communication at all times
• Schedule, dispatch, and coordinate HVAC technicians for service calls, installations, and maintenance appointments
• Optimize technician routes and schedules to maximize efficiency and minimize customer wait times
• Monitor job status in real time and proactively communicate updates or delays to customers and field techs
• Operate independently with limited managerial oversight, using sound judgment to prioritize and resolve scheduling conflicts
• Manage day-to-day operations within a CRM/Project Management platform (e.g., ServiceTitan, BuildOps, or similar field service management software)
• Process and manage invoicing and billing, including generating invoices, applying payments, and following up on outstanding balances
• Maintain accurate customer records, job notes, and service history within the CRM
• Handle escalations and customer concerns professionally, de-escalating issues before they require managerial involvement
• Coordinate with technicians, sales staff, and management to ensure smooth daily operations

• Minimum 1–2 years of dispatch experience specifically within a blue-collar trade — HVAC, Electrical, or Plumbing (handyman services or general/unskilled labor dispatch does not qualify)
• Proven experience taking and managing high-volume calls with American clients
• Demonstrated ability to work with limited managerial oversight — self-directed and accountable
• Hands-on experience with a CRM/PM/field service management tool such as ServiceTitan, BuildOps, or a comparable platform
• Practical experience with invoicing and billing processes
• Accent-neutral, clear spoken English — required for direct, high-volume phone communication with U.S. customers
• Strong multitasking, organizational, and time-management skills
• Comfortable working U.S. business hours/time zones

• Familiarity with HVAC terminology, service types, and seasonal demand patterns
• Experience coordinating multi-technician routes/territories
• Prior remote work experience supporting a U.S.-based trade company

• Technicians are scheduled efficiently with minimal downtime or overlap
• Customers report clear, professional communication throughout the service process
• Invoicing is accurate, timely, and properly tracked in the CRM
• Escalations are rare and, when they occur, are resolved calmly and effectively without requiring manager intervention

Note: This role is specific to skilled blue-collar trades (HVAC, Electrical, Plumbing). Candidates whose dispatch background is limited to handyman, general labor, or non-trade services will not be considered.