Dispatcher HVAC Service (Residential)

Gsm-Services; Gastonia (NC); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Health Insurance

Dental and Vision Insurance

401(k) Retirement Plan

Profit Sharing Program

Life Insurance

Job summary

GSM Services in the Greater Charlotte area is seeking a Residential Service Dispatcher to support our Residential Service Team. If you’re organized, customer-focused, and ready to make a difference, we want to hear from you!

You’ll be the primary phone contact for residential customers, schedule service and maintenance, and dispatch technicians. The role emphasizes strong communication, multitasking, and a proactive approach to service delivery.

Qualifications

• At least 1 year of customer service and dispatching experience.
• Proficiency with scheduling, spreadsheets, databases and word processing software.
• Excellent verbal and written communication; strong multitasking and organization.

Responsibilities

• Serve as the primary telephone contact for all Residential customers during the service process, including updating records, setting appointments, and following up on issues.
• Coordinate workflow for job proposals, confirmation calls, and other paperwork.
• Answer incoming calls, schedule service and repair appointments, and set up annual maintenance or warranty service visits.
• Develop daily schedules for technicians and dispatch them to service calls.
• Track service calls to ensure customer expectations are met and satisfaction is achieved.
• Communicate any arrival time discrepancies to customers.
• Create service tickets and purchase orders for required parts.

Skills

Scheduling

Spreadsheets

Databases

Word processing

Verbal & written communication

Multitasking

Organizational abilities

Education

High School Diploma or GED

Job description

Are you looking for a reputable, stable company with supportive management who will value what you bring to the organization? If you are a self-motivated individual with great work ethic, then we would love to get to know you!

About GSM Services

GSM Services has been providing high-quality home and commercial improvement services to the Greater Charlotte area since 1927. We offer a wide variety of services for residential and commercial properties, including heating and cooling, insulation, and roof repair and replacement.

The great people we add to our team enjoy a fun, friendly workplace where we provide training and benefits to allow us to keep them for years. Our high standards and uncompromising commitment to customer satisfaction has made GSM Services a success and a great place to work. We are always looking for qualified individuals who are willing to provide the highest quality of work possible. GSM Services wants to be the best place to work in our region and it takes teamwork to come together, work together and succeed together.

Join Our Team at GSM Services!

Are you passionate about providing top-notch customer service and supporting a dynamic team? GSM Services is looking for a Residential Service Dispatcher to join our Residential Service Team. If you’re organized, customer-focused, and ready to make a difference, we want to hear from you!

Key Responsibilities:

• Serve as the primary telephone contact for all Residential customers during the service process, including updating records, setting appointments, and following up on issues.
• Coordinate workflow for job proposals, confirmation calls, and other paperwork.
• Answer incoming calls, schedule service and repair appointments, and set up annual maintenance or warranty service visits.
• Develop daily schedules for technicians and dispatch them to service calls.
• Track service calls to ensure customer expectations are met and satisfaction is achieved.
• Communicate any arrival time discrepancies to customers.
• Manage truck restocking and ensure necessary filters and parts are available.
• Create service tickets and purchase orders for required parts.
• Process payroll for service technicians, ensuring accuracy and completeness.
• Meet daily with the Residential Service Manager to strategize and improve processes.
• Record notes from division meetings and share relevant information with the team.
• Perform additional duties as assigned.

What We’re Looking For:

• Experience: At least 1 year of customer service and dispatching experience.
• Skills:
• Proficiency with scheduling, spreadsheet, database, and word processing software.
• Excellent verbal and written communication skills.
• Strong multitasking and organizational abilities.
• Education: High School Diploma or GED.
• Customer Focus
• Self-Management
• Planning and Organization
• Empathetic Outlook
• Resiliency
• Teamwork
• Diplomacy & Tact
• Integrity

At GSM Services, we believe in taking great care of our team—on and off the job. Our coworkers enjoy a comprehensive benefits package designed to support your health, growth, and overall quality of life, including:

• Paid Time Off (PTO) to recharge and enjoy life outside of work
• Paid Holidays throughout the year
• Health Insurance with quality coverage options
• Dental and Vision Insurance
• 401(k) Retirement Plan with company support
• Profit Sharing Program —your contribution helps us grow, and you share in the success
• Life Insurance paid by the company
• Short-Term Disability Coverage
• Company Vehicle (role-dependent)
• Branded Uniforms provided at no cost
• Company-Paid Training & Professional Development
• Tuition Reimbursement to support continued education
• Apprenticeship Opportunities for skill-building and career progression
• Recruitment Incentive Bonus Program
• Health & Wellness Program
• A Supportive, People-First Workplace Culture

Why GSM Services?

At GSM Services, our dispatchers aren't simply answering phones—they are an important part of delivering a great service experience. You'll work directly with experienced HVAC professionals and a team that depends on strong communication, teamwork, and follow-through.

If you're someone who enjoys organizing the day, solving problems, helping customers, and keeping a busy service team moving , we'd like to hear from you.