Service Dispatcher Watson Refrigeration - Raleigh, NC

smartcare; North Carolina; On-site; USD 42,000 - 56,000; Full time

Job summary

Watson Refrigeration in Raleigh, NC is seeking a organized Service Dispatcher to support our on-site service operations. This full-time role handles incoming calls, creates work orders, assigns technicians, and ensures service requests move smoothly from first call to completion.

You will work in a fast-paced HVAC/R environment, communicate with customers and field staff, review schedules, issue purchase orders, and maintain precise records.

Qualifications

• Previous dispatch, customer service, service coordination, or administrative experience.
• Strong organizational skills and attention to detail.
• Ability to manage multiple calls, technicians, and changing priorities at once.
• Clear and professional phone and written communication.
• Comfortable working in a fast-paced service environment.

Responsibilities

• Answer incoming service calls and gather accurate information from customers.
• Create service jobs and work orders in the company system.
• Dispatch service technicians based on location, availability, skill set, and urgency.
• Review technicians' schedules and current workload before assigning calls.
• Create and process purchase orders as needed.
• Provide technicians with purchase-order numbers and other required job information.
• Communicate schedule changes, delays, and service updates to customers and technicians.
• Monitor open service calls and follow up to help keep jobs moving.
• Maintain accurate records, notes, and documentation.
• Receive and organize technicians' completed paperwork and parts information.
• Work closely with the service department to prioritize urgent refrigeration needs.
• Provide professional, responsive customer service throughout the entire process.

Skills

Dispatch experience

Customer service

Organizational skills

Multitasking

Professional communication

Tools

Dispatch software

Job description

Service Dispatcher

Watson Refrigeration | Raleigh, NC

Full-Time | On-Site

This position must report to the Watson Refrigeration office in Raleigh, NC. Remote work is not available.

Only applicants with previous dispatch experience or experience working in the HVAC/R industry will be considered at this time.

Watson Refrigeration is seeking an organized, dependable Service Dispatcher to support our Raleigh service operations. This position is responsible for receiving customer service calls, creating work orders, assigning technicians, and helping ensure every service request moves smoothly from the initial call through completion.

What You'll Do

• Answer incoming service calls and gather accurate information from customers
• Create service jobs and work orders in the company system
• Dispatch service technicians based on location, availability, skill set, and urgency
• Review technicians' schedules and current workload before assigning calls
• Create and process purchase orders as needed
• Provide technicians with purchase-order numbers and other required job information
• Communicate schedule changes, delays, and service updates to customers and technicians
• Monitor open service calls and follow up to help keep jobs moving
• Maintain accurate records, notes, and documentation
• Receive and organize technicians' completed paperwork and parts information
• Work closely with the service department to prioritize urgent refrigeration needs
• Provide professional, responsive customer service throughout the entire process

What We're Looking For

• Previous dispatch, customer service, service coordination, or administrative experience
• Strong organizational skills and attention to detail
• Ability to manage multiple calls, technicians, and changing priorities at once
• Clear and professional phone and written communication
• Comfortable working in a fast-paced service environment
• Basic computer skills and the ability to learn dispatching and work-order systems
• Ability to remain calm and make sound decisions when urgent calls arise
• Dependable attendance and punctuality
• Commercial refrigeration, HVAC, construction, or field-service experience is preferred but not required

Work Location

This is a fully on-site position based at Watson Refrigeration's Raleigh office. Candidates must be able to report to the office as scheduled. No remote or hybrid work is available.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at [e-mail] .