Office Assistant – Dispatcher

Townsend; Danvers (MA); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Medical insurance

Dental and Vision insurance

401(k) plan with company match

80 hours of accrued vacation

40 hours of sick leave

9 paid holidays

Employee Assistance Program

Job summary

Townsend, a local HVAC contractor in Danvers, MA, seeks an Office Assistant - Dispatcher to schedule and dispatch technicians and respond to customer service needs. You will help ensure service calls are handled promptly and efficiently, coordinating routes and maintaining clear communication across teams.

You will work closely with technicians, dispatchers, and CS representatives to balance changing priorities, keep daily operations running smoothly, and deliver outstanding customer service in

Qualifications

• 2+ years of experience in an administrative, office, customer service, scheduling, or dispatch-related role.
• Background in HVAC, fuel delivery, or related service industry - Desired.
• Excellent written and verbal communication skills, with professional demeanor.
• Strong organizational and time-management skills with attention to detail.
• Experience with dispatch software, GPS systems, scheduling platforms, and computer-based tools.
• High school diploma, GED, or equivalent required.

Responsibilities

• Respond to incoming customer calls and emails in a timely and professional manner.
• Assist customers with service requests, document and schedule appropriately.
• Develop and adjust technician routes to improve efficiency and minimize drive time.
• Schedule service appointments and dispatch technicians to locations.
• Coordinate planned and recurring maintenance appointments.
• Communicate service updates and lead times to customers.
• Enter and maintain accurate customer and service-call information in the dispatch system.
• Collaborate with dispatchers, technicians, and CS team to communicate changes and updates.

Skills

Administrative experience

Scheduling experience

Dispatch software

GPS systems

Communication skills

Organizational skills

Customer service

Education

High school diploma or GED

Tools

Dispatch software

GPS systems

Scheduling platforms

Job description

Local HVAC Contractor is looking for an Office Assistant - Dispatcher to schedule and dispatch technicians.

Overview

You will play a key role in organizing and managing daily service operations for our HVAC divisions. This position is responsible for efficiently coordinating technician schedules, responding to customer service needs, and helping ensure that service calls are handled promptly and effectively.

Working closely with technicians, fellow dispatchers, and customer service representatives, the dispatcher helps maintain clear communication across departments while balancing changing priorities and scheduling demands.

Pay Rate

• $23.00 - $31.25 per hour, depending on experience

Work Schedule

• Monday - Friday, 7:30am - 3:30pm

Location

• Danvers, MA

Company Benefits

• Medical insurance with company contribution for individual and family coverage, plus FSA and HSA options
• Dental and Vision insurance
• 401(k) plan with company match
• 80 hours of accrued vacation
• 40 hours of sick leave
• 9 paid holidays, including floating holidays
• Employee Assistance Program
• Other perks and options

Essential Job Duties

• Respond to incoming customer calls and emails in a timely and professional manner
• Assist customers with service requests, answer questions, and ensure requests are properly documented and scheduled
• Develop and adjust technician routes to improve efficiency, minimize drive time, and account for technician availability
• Schedule service appointments and dispatch HVAC technicians to customer locations
• Coordinate planned and recurring maintenance appointments
• Communicate service updates and estimated lead times to customers
• Enter, update, and maintain accurate customer and service-call information within the dispatch management system
• Work closely with other dispatchers, technicians, and customer service team members to communicate schedule changes, important updates, and other information needed to keep daily operations running smoothly

Skills And Qualifications

• 2 + years of experience in an administrative, office, customer service, scheduling, or dispatch-related role, or an equivalent combination of education and hands-on experience
• Background in fuel delivery, propane, gasoline, diesel, HVAC, or a related service industry - Desired
• Excellent written and verbal communication skills, with the ability to remain composed and professional when handling demanding situations
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks and pay close attention to details
• Experience working with dispatch software, GPS systems, scheduling platforms, and other computer-based operational tools
• High school diploma, GED, or equivalent required

Salary: $23.00 - $31.00 per hour