Commercial Dispatcher

Roscoe Brown Inc; Murfreesboro (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

Roscoe Brown Inc. is seeking a Commercial Dispatcher in Murfreesboro, TN to join our HVAC and plumbing team. This full-time role focuses on coordinating customers, technicians, scheduling, billing, proposals, documentation, and day-to-day service needs while maintaining excellent customer service.

You'll balance multiple priorities, learn our systems, and support a fast-paced commercial operation. The position offers growth opportunities and a stable career path at Roscoe Brown.

Qualifications

• Experience in commercial HVAC, plumbing, service dispatch, or field service operations preferred.
• Strong organizational and multitasking skills.
• Excellent customer communication across phone, text, and email.
• Strong attention to detail and accuracy.
• Ability to prioritize emergency and high-value commercial accounts.
• Experience with service management software preferred.
• Experience with CompanyCam or similar platforms preferred.
• Ability to learn new systems and processes quickly.
• Ability to work independently while collaborating with a team.

Responsibilities

• Create and manage commercial customer work orders from start to finish
• Respond to customer inquiries regarding pricing, scheduling, job status, and future service needs
• Plan and manage the rolling three-day commercial call board
• Schedule and dispatch HVAC and plumbing technicians based on job requirements, customer needs, maintenance agreements, and emergency service
• Reprioritize calls throughout the day as customer and operational needs change
• Schedule and coordinate monthly commercial maintenance visits
• Follow up on unapproved proposals, confirm receipt, correct contact information, and track approvals
• Maintain accurate proposal and work order documentation
• Manage third-party billing requirements and submit required documentation, forms, and photos
• Monitor documentation to help prevent billing and payment delays
• Conduct technician debriefs and review job type, pricing, unit costs, and billing information before closing calls
• Identify and resolve billing or documentation issues before work orders move to accounting
• Maintain commercial parts procurement processes and track parts holds and quotes
• Research account history and update customer and billing information as needed
• Work closely with technicians, customers, dispatchers, leadership, and office teams to resolve issues and keep operations moving
• Assist other dispatchers as needed to maintain an efficient commercial operation

Skills

Organizational skills

Multitasking

Customer communication

Attention to detail

Independent work

Team collaboration

Tools

Service management software

CompanyCam

Job description

Commercial Service Dispatcher

Full-Time | Monday–Friday | Commercial HVAC & Plumbing | Customer & Operations Support

Success Starts Here

Roscoe Brown is hiring a Commercial Dispatcher to join our growing commercial HVAC and plumbing team.

This is more than a traditional dispatch role. Our Commercial Dispatcher helps keep the commercial operation running smoothly by coordinating customers, technicians, scheduling, billing, proposals, documentation, and day-to-day service needs.

If you're organized, detail-oriented, comfortable managing multiple priorities, and enjoy being the person who keeps things moving, Roscoe Brown is the place for you.

For over 85 years, Roscoe Brown has proudly served Middle Tennessee while investing in the people who make our success possible. We don't just hire employees—we build careers.

Why Commercial Dispatchers Choose Roscoe Brown

• Full-time, Monday–Friday schedule
• Work closely with commercial HVAC and plumbing teams
• Strong support from commercial leadership and office teams
• Medical, Dental & Vision Insurance
• Additional employee benefits through Aflac
• 401(k) with company match
• Company-paid life insurance
• Paid Time Off
• Company-provided equipment and technology
• Employee discounts through various company partnerships
• Company events and celebrations
• Opportunities for advancement and leadership growth

What Makes Roscoe Brown Different

You Have an Important Role in the Operation

Commercial Dispatch is a key connection point between customers, technicians, leadership, and the office. Your organization and follow-through directly impact the customer experience and the efficiency of the commercial team.

You Have Variety in Your Day

No two days are exactly alike. You'll balance scheduling, customer communication, technician support, billing, proposals, documentation, and commercial account needs.

You Have Opportunities to Grow

As you build your knowledge of commercial HVAC, plumbing, and service operations, you'll have opportunities to take on additional responsibilities and continue developing your career with Roscoe Brown.

What You'll Do

As a Commercial Dispatcher, you will oversee the administrative and operational workflow for commercial HVAC and plumbing service accounts while helping ensure customers and technicians receive the support they need.

Responsibilities include:

• Create and manage commercial customer work orders from start to finish
• Respond to customer inquiries regarding pricing, scheduling, job status, and future service needs
• Plan and manage the rolling three-day commercial call board
• Schedule and dispatch HVAC and plumbing technicians based on job requirements, customer needs, maintenance agreements, and emergency service
• Reprioritize calls throughout the day as customer and operational needs change
• Schedule and coordinate monthly commercial maintenance visits
• Follow up on unapproved proposals, confirm receipt, correct contact information, and track approvals
• Maintain accurate proposal and work order documentation
• Manage third-party billing requirements and submit required documentation, forms, and photos
• Monitor documentation to help prevent billing and payment delays
• Conduct technician debriefs and review job type, pricing, unit costs, and billing information before closing calls
• Identify and resolve billing or documentation issues before work orders move to accounting
• Maintain commercial parts procurement processes and track parts holds and quotes
• Research account history and update customer and billing information as needed
• Work closely with technicians, customers, dispatchers, leadership, and office teams to resolve issues and keep operations moving
• Assist other dispatchers as needed to maintain an efficient commercial operation

We Invest in Your Success

At Roscoe Brown, we believe our employees are most successful when they have the training, resources, and support they need to grow.

You'll have opportunities to:

• Learn the commercial HVAC and plumbing service business
• Develop your scheduling and operational skills
• Build knowledge of commercial accounts and maintenance agreements
• Learn our systems, processes, and technology
• Strengthen your customer service and communication skills
• Take on additional responsibilities as you grow
• Pursue advancement and leadership opportunities within Roscoe Brown

What Makes You Successful Here

The ideal Commercial Dispatcher:

• Is highly organized and able to manage multiple priorities
• Communicates clearly and professionally with customers, technicians, and leadership
• Has strong attention to detail, especially with billing and documentation
• Can make decisions and reprioritize quickly when schedules change
• Is comfortable working in a fast-paced environment
• Takes ownership of tasks and follows through to completion
• Enjoys solving problems and finding solutions
• Works well independently while contributing to a team
• Maintains a positive and professional attitude
• Shares our commitment to Roscoe Brown's Core Values of Positivity, Respect, Integrity, and Commitment

Commercial Dispatcher Qualifications

• Experience in commercial HVAC, plumbing, service dispatch, or field service operations preferred
• Strong organizational and multitasking skills
• Excellent customer communication skills across phone, text, and email
• Strong attention to detail and accuracy
• Ability to prioritize emergency and high-value commercial accounts
• Experience with service management software preferred
• Experience with CompanyCam or similar platforms preferred
• Ability to learn new systems and processes quickly
• Ability to work independently while collaborating with a team

Requirements

• Ability to successfully complete a pre-employment background check and drug screening
• Must reside in Tennessee at the time of hire and maintain Tennessee residency throughout employment

More Than a Job. A Career.

Success starts with the right opportunity.

At Roscoe Brown, you'll be part of a team that values your contributions, invests in your development, and provides the support you need to succeed.

For over 85 years, we have built a reputation around serving our customers and investing in our employees. We believe in developing our people, promoting from within, and creating opportunities for long-term careers.

Our office is located at 959 North Thompson Lane in Murfreesboro, TN.