Commercial Services Dispatcher

This position will report to Nash Plumbing and Mechanical, LLC, a subsidiary of HB Global.

Job Summary

The Commercial Services Dispatcher at HB Global, LLC plays a critical role in coordinating and optimizing the scheduling and deployment of field service technicians for commercial clients, ensuring efficient service delivery and customer satisfaction.

Responsibilities

• Receive and process incoming service requests from commercial clients via phone, email, and internal systems.
• Prioritize and dispatch service calls to appropriate technicians based on urgency, skill set, location, and availability.
• Monitor technician schedules and progress, providing real-time updates to clients and internal teams.
• Communicate effectively with technicians, providing necessary job details, troubleshooting support, and logistical assistance.
• Maintain accurate records of service calls, dispatch activities, and customer interactions in the company's CRM system.
• Handle customer inquiries, resolve service-related issues, and escalate complex problems to management when necessary.
• Collaborate with other departments, such as sales and operations, to ensure seamless service delivery.
• Prepare and distribute daily, weekly, and monthly reports on dispatch activities and service performance.
• Ensure compliance with all company policies, safety regulations, and industry standards.
• Assist with other administrative duties as assigned to support overall operational efficiency.

Qualifications

• High school diploma or equivalent; associate's degree or higher in a relevant field preferred.
• Proven experience (2+ years) in a dispatch, scheduling, or customer service role, preferably within a commercial services or HVAC/plumbing/electrical industry.
• Strong geographical knowledge and ability to navigate efficiently.
• Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
• Proficiency in using dispatch software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook).
• Ability to multi-task, prioritize effectively, and work well under pressure in a fast-paced environment.
• Strong problem-solving skills and a proactive approach to issue resolution.
• Exceptional organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.