Dispatcher - Commercial HVAC

Position: Dispatcher

Nationwide Refrigeration (NRI) is accepting applications for the role of: Dispatcher

The Dispatcher plays a critical role in ensuring timely response to customer requests, optimizing technician schedules, and maintaining customer satisfaction. We are looking for positive attitudes and technical know-how. You’re hungry to grow as a professional and individual. You bring a can-do attitude and focus on solutions rather than problems. You come to work ready to be a professional, willing to learn, and prepared to treat EVERYONE you speak to with courtesy and respect.

Responsibilities:

Dispatching Service Technicians:

• Receive service requests from customers via phone, email, or online systems.
• Coordinate with service technicians to schedule appointments and assign work orders based on technician availability, location, and skillset.
• Prioritize service calls based on urgency, customer requirements, and contractual obligations.
• Communicate job details, including location, equipment involved, and customer contact information, to service technicians.
• Monitor technician progress and provide support as needed to ensure timely completion of service calls.

Customer Communication:

• Serve as the primary point of contact for customers regarding service inquiries, scheduling updates, and status updates.
• Communicate with customers to confirm appointment times, provide estimated arrival windows, and address any concerns or questions.
• Notify customers of any delays or changes to scheduled appointments and work to resolve any issues promptly.
• Maintain professional and courteous communication with customers at all times, ensuring a positive service experience.

Technical Support and Resource Management:

• Assist service technicians with technical questions, troubleshooting, and job-related inquiries as needed.
• Coordinate with vendors and suppliers to procure necessary parts and materials for service jobs.
• Maintain accurate records of technician schedules, work orders, and service history using dispatching software or other tools.
• Optimize technician routes and schedules to maximize efficiency and minimize travel time and expenses.

Administrative Duties:

• Generate service tickets, work orders, and invoices accurately and promptly.
• Update customer records and service histories in the company's database or CRM system.
• Assist with billing inquiries, payment processing, and account reconciliation as needed.
• Provide administrative support to the service department, including filing, data entry, and other tasks as assigned.

Requires:

• High school diploma or equivalent; additional education or training in HVAC systems or related field is preferred.
• 2+ years in a Dispatch role
• High school diploma or GED
• Ability to multitask in a fast paced environment
• Ability to deal calmly with difficult personalities
• Great communication skills over phone and email
• Ability to organize tasks
• Ability to use good judgment
• Ability to follow instructions and guidance
• Ability to ensure safe work practices
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws
• Ability to work with minimal supervision
• Track record of punctuality and dependability
• Ability to use computer tools and tablets including E-Mail, Word, and basic Excel
• Basic understanding of Refrigeration, HVAC, Electrical, and Plumbing principles and terminology
• Geographic knowledge of Maryland, DC, and Virginia
• Available to work some weekends and holidays

Job Preferences

• Experience in ServiceTitan or similar technology
• Experience with Corrigo, ResQ, ServiceChannel or similar CMMS
• 5+ years experience in Dispatching in Refrigeration or HVAC
• Strong knowledge of Refrigeration, HVAC, Electrical, and Plumbing principles

Benefits Include:

• Equity grant - you’ll be a company owner!
• Medical/vision (70% company paid)
• Dental (50% company paid) 
• 401(k) plan, available after 6 months with a 4% match
• Short-term disability, employee paid
• $20,000 Basic term life insurance, employee paid
• AD&D insurance, employee paid
• PTO

Nationwide Refrigeration Inc. was founded in 1974 under the simple principle of providing quality refrigeration service for our customers. We began providing installations to address concerns that we continuously saw during our service calls. Shortly thereafter we began work in HVAC systems under the same guiding principles of doing the job right the first time, without taking short-cuts.
In early 2020 Nationwide became an employee-owned company that continues to provide service, installation, and maintenance to commercial customers in Virginia, Maryland, Pennsylvania, and the District of Columbia. We believe in a solution focused approach to adding value for our customer.
We do the job right the first time, we do the right thing every time.
Why Work with Us
When you work with the right people with the right attitude, anything is possible. We know that the best want to work with the best, so we don’t compromise in hiring. As an employee-owned company, you will be an equity owner within your first year and we expect our employees to have an owner’s mentality from day one! We are dedicated to going above and beyond for our team members so that they can focus on going above and beyond for our clients.
We know that everyone makes mistakes, we only expect you to own them and use them as opportunities for growth. We have an inclusive environment where everyone is expected to lift up and help those around them to grow and be better.
Our company is ideal for individuals looking for opportunities for career advancement at one of the most respected refrigeration and HVAC companies in the greater D.C. Metro area.

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