HVAC Service Dispatcher | Scheduling Techs & Customer Care

Thewaycompanies; Houston (TX); On-site; Full time

Job description

Founded in 1918, Way Companies has built a long-standing reputation serving commercial and industrial clients through high-quality mechanical service, maintenance, repair, and replacement solutions.

We specialize in commercial and industrial mechanical service and are backed by an experienced team of service, operations, administrative, and field professionals who take pride in keeping our customers’ facilities running. Being part of Way Companies means joining a team built on accountability, urgency, teamwork, and a family-oriented culture.

We are currently seeking a Dispatcher to join our Support Services Team.

This is a full-time position requiring approximately 40 hours per week, with pay starting at $25 per hour and increasing based on experience.

Primary Function

The Dispatcher serves as a main point of contact for service customers and is responsible for scheduling and dispatching field technicians to meet customer needs. This role requires strong communication, organization, and follow‑through. The Dispatcher will coordinate service requests based on urgency, customer expectations, contractual obligations, technician availability, and overall business priorities.

Responsibilities

• Answer incoming phone calls and respond to customer and technician requests.
• Schedule service calls and dispatch HVAC service technicians.
• Keep customers informed regarding technician arrival status and job progress.
• Provide customer service support for the service operations team.
• Document service requests, job details, and updates in the company ERP system, COINS.
• Communicate with customers regarding schedules and needed repairs.
• Provide logistical direction and support to field technicians.
• Issue purchase orders as needed.
• Track preventive maintenance hours, tasks, and schedules.
• Monitor job progress and help verify technician hours against work orders and GPS reports.
• Review daily timesheets and work orders for accuracy.
• Verify weekly timesheets and submit for approval.Support other dispatchers and provide department updates to management.
• Maintain customer records and service-related documentation.
• Assist with special projects as assigned by management.
• Maintain confidentiality with customer, employee, and company information.

Qualifications

• Prior scheduling, dispatch, or service coordination experience preferred.
• HVAC, mechanical service, or field service industry experience is a plus.
• High school diploma or GED required.
• Strong communication skills, both written and verbal.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office, including Outlook, Excel, Word, and SharePoint preferred.
• Proficiency with a service‑based ERP system is a plus.
• Ability to keep accurate records of work performed.
• Strong customer service mindset.
• Proactive, organized, dependable, and able to follow instructions quickly.
• Positive attitude, strong work ethic, and team‑first approach.

Benefits

• Paid training.
• Company‑provided 24/7 Teladoc access.
• Health insurance options with company‑paid premium contributions.
• Voluntary dental plans.
• Company‑paid long‑term disability, AD&D, and $10,000 life insurance.
• Voluntary supplemental and dependent life insurance.
• Flexible Spending Account.
• Company contributions to HRA and HSA accounts.
• Voluntary short‑term disability, accident, cancer, and hospitalization coverage.
• Voluntary legal and identity theft protection.
• Referral bonus program.
• 401(k).
• Education assistance program.
• Paid vacation.
• Paid holidays.

Location

Houston, TX

Equal Opportunity Employer, including disabled and veterans.