Dispatcher

Illiana Heating & Air Conditioning; Cedar Lake (IN); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Full medical, dental, vision

401(k) with company match

Training stipends

Career advancement opportunities

Job summary

Illiana Heating & Air in Cedar Lake, IN is seeking a Dispatcher to manage service requests, dispatch technicians, and maintain strong customer communication. You will coordinate schedules, gather job details, and ensure timely updates to customers.

Ideal candidates have a high school diploma, experience with dispatch software/CRM, and a service mindset. Evening/weekend availability may be required; growth opportunities available.

Qualifications

• Proficient computer skills including dispatch software, CRM systems, and Microsoft Office.
• Familiarity with HVAC, plumbing, or electrical terminology.
• Calm under pressure with strong problem-solving and decision-making.
• Attention to detail and accurate data entry.
• Flexible to evenings/weekends if required.
• Knowledge of local geography to schedule by location.
• Team player with strong communication.
• High school diploma or equivalent.

Responsibilities

• Receive incoming service requests via phone, email, or portal and document details.
• Schedule and dispatch technicians based on availability, skill, and proximity.
• Provide customers with ETA, updates, and delays.
• Monitor technician progress and optimize resource utilization.
• Coordinate with technicians and manage job details and special instructions.
• Maintain and update service statuses in the system.
• Assist with inventory levels and parts coordination.
• Handle inquiries and resolve customer concerns professionally.
• Collaborate with service manager and team to address operational challenges.
• Keep knowledge of services, pricing, and policies current.
• Serve as secondary customer service representative when needed.

Job description

A bout the Role: As the Dispatcher, you will play a crucial role in managing the flow of service requests, dispatching technicians, and maintaining effective communication with customers. Your exceptional organizational skills, ability to multitask, and strong customer service orientation will be instrumental in ensuring the efficient delivery of our services and exceeding customer expectations.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance pay directly tied to results – You deliver for us, we deliver for you
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor
• Receive incoming service requests for one or more service lines from customers via phone, email, or online portals, demonstrating professionalism and exceptional customer service.
• Gather accurate and detailed information from customers regarding their service needs, documenting relevant information in the system.
• Schedule and dispatch technicians based on availability, skill set, and proximity to ensure timely response to service requests.
• Maintain clear and effective communication with customers regarding technician arrival times, any delays or changes, and service updates.
• Monitor technician schedules and work progress to ensure efficient utilization of resources and prompt completion of service jobs.
• Prioritize service requests based on urgency, customer preferences, and technician availability, while considering business objectives.
• Coordinate with technicians to provide necessary job details, including customer information, service requirements, and any special instructions.
• Track and update service job statuses in the system, ensuring accurate documentation and maintaining organized records.
• Assist with managing inventory levels of parts and supplies, coordinating with the warehouse team to ensure adequate stock availability.
• Handle customer inquiries, concerns, and complaints promptly and professionally, resolving issues to maintain high customer satisfaction.
• Collaborate closely with the service manager, technicians, and other team members to address any operational challenges and ensure efficient service delivery.
• Continuously update and maintain knowledge of company services, pricing, and policies to effectively address customer inquiries and provide accurate information.
• Serves as secondary customer service representative when necessary.

DispatcherQua lifications:

• Proficient computer skills, including experience with service dispatch software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating problem‑solving skills and sound decision‑making.
• Strong attention to detail and accuracy in data entry and documentation.
• Flexibility to adapt to changing priorities and work schedules, including evenings and weekends if required.
• Knowledge of local geography to effectively schedule technicians based on service locations.
• Ability to work collaboratively within a team environment, promoting a positive and supportive work culture.
• High school diploma or equivalent.

DispatcherInterpersonal Qualifications:

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem‑solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

About Us: Illiana Heating & Air is a leading HVAC service provider, offering high-quality heating, air conditioning and indoor air quality solutions in Cedar Lake & surrounding areas. Since 1987, we’ve been helping folks throughout the Lansing and Northwest Indiana area enjoy total indoor air comfort in their homes and businesses. Nationally recognized as both the Residential Contractor of the Year and the Best Contractor to Work For, Illiana cares about its employees as much as its external clients.

Illiana Heating & Air is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.