HVAC Dispatch Specialist — Customer-First Coordinator

Extramilemechanical; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Extramilemechanical is seeking a highly organized Dispatcher to serve as the central hub for our HVAC service team. This role emphasizes excellent phone presence, problem-solving, and coordinating technicians, customers, and schedules in a fast-paced environment.

You will dispatch based on skillset, location, workload, and priority, while maintaining real-time status updates and clear customer communication. The role also involves light administrative tasks and after-hours support.

Qualifications

• 3+ years of dispatching, customer service, or admin coordination in HVAC or service industries.
• Excellent phone presence with calm, friendly communication.
• Strong problem-solving and de-escalation skills in real-time.
• Ability to multitask and stay organized under pressure.
• Experience with scheduling software and digital work orders.
• HVAC terminology knowledge is a plus.

Responsibilities

• Answer incoming service calls professionally, clearly, and with a customer-first mindset.
• Gather information, assess urgency, and schedule service appointments accordingly.
• Dispatch technicians based on skillset, location, workload, and priority.
• Maintain real-time awareness of technician status, job progress, and schedule changes.
• Communicate updates to customers regarding arrival times, delays, and follow-up needs.
• Enter service requests, notes, and updates into the company’s service management system.
• Coordinate with service managers and account managers on urgent issues, parts needs, and customer expectations.
• Support after-hours or emergency call routing as needed.
• Assist with light administrative tasks such as work order processing, PM scheduling, and documentation.

Skills

Dispatcher experience

HVAC knowledge

Phone professionalism

Customer service

Scheduling software

Multitasking

Education

High school diploma

Tools

ServiceTrade

FieldEdge

Job description

Extramilemechanical is seeking a highly organized Dispatcher to serve as the central hub for our HVAC service team. This role emphasizes excellent phone presence, problem-solving, and coordinating technicians, customers, and schedules in a fast-paced environment.

You will dispatch based on skillset, location, workload, and priority, while maintaining real-time status updates and clear customer communication. The role also involves light administrative tasks and after-hours support.