Dispatcher

CoolSys - Refrigeration and HVAC Systems; Kent (WA); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Rx

401(k) with company match

Paid vacation, holidays, and floating

Life insurance and disability

Tuition reimbursement

Employee discounts

Pet Insurance

Legal Plan & ID Theft Protection

Job summary

CoolSys is hiring a Dispatcher to oversee daily coordination and distribution of work to Technicians, ensuring efficient service delivery and strong team support. You will balance workloads, optimize schedules, and serve as a key contact between dispatchers, Service Managers, and Technicians.

Ideal candidates have 3–5 years in dispatch or related roles, strong communication, and solid organizational skills, with a flexible schedule including possible evenings or on-call shifts.

Qualifications

• High school diploma or equivalent.
• Associate degree or technical certification preferred.
• 3–5 years of dispatch operations or related experience, ideally in a technical service environment.

Responsibilities

• Prioritize and route service requests based on urgency, SLA, and resource availability.
• Direct service calls to technicians considering skills, location, and workload to optimize efficiency.
• Collaborate with Service Managers to resolve escalations and align resources with needs.
• Ensure adherence to SLAs and address potential delays or missed commitments.
• Mentor dispatch team members and support on-call scheduling and coverage.

Skills

Communication

Organizational skills

Problem solving

Team collaboration

Flexibility

Education

High school diploma or equivalent

Associate degree or technical certification preferred

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions. Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states. CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America's Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $25 - $35/hr
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

The Dispatcher is responsible for overseeing the daily coordination and distribution of work to Technicians, ensuring efficient service delivery, and supporting dispatch team operations. This role acts as a key point of contact between dispatchers, Service Managers, and Technicians- providing guidance, resolving escalations, and driving adherence to service standards. The Dispatcher plays a pivotal role in optimizing resource allocation, maintaining customer satisfaction, and ensuring seamless operations in line with company policies and procedures.

Essential Duties And Responsibilities

• Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints.
• Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency.
• Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs.
• Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments.
• Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution.
• Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions.
• Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution.
• Assist in maintaining and updating the "on-call" schedules and verifying appropriate coverage for all service areas.
• Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers.
• Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency.
• Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies.
• Perform additional tasks and responsibilities as assigned to support the team and operations.

Qualifications

Job Requirements

• High school diploma or equivalent experience.
• Associate's degree or technical certification in a related field, preferred.
• Technical (refrigeration) expertise, preferred.

Work Experience / Skills

• 3-5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail for accurate scheduling and reporting.
• Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers.
• Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Proficiency in using typical business tools including E-Mail, Word, Excel, etc.

Join Us

Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

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CoolSys is an EEO/AA Employer. All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.