HVAC & Plumbing Dispatcher
About this role
Apollo Plumbing, Heating & Cooling
Position: Plumbing & HVAC Dispatcher
Duties & Responsibilities
Scheduling & Dispatching
Schedule and dispatch technicians for service calls, maintenance, and installations
Prioritize calls based on urgency, location, and technician skillset
Adjust schedules in real time to accommodate emergency calls and changes
Ensure maximum technician efficiency and route optimization
Customer Communication
Answer incoming calls and respond to customer inquiries in a professional manner
Schedule appointments and confirm service windows with customers
Provide updates regarding technician arrival times and delays
Handle customer concerns and escalate issues when necessary
Technician Support
Serve as the primary point of contact between field technicians and the office
Provide technicians with job details, directions, and customer information
Monitor job progress and maintain consistent communication throughout the day
Assist with problem-solving in the field as needed
Work Order Management
Create, update, and close work orders accurately in the dispatch system
Ensure all job notes, materials, and labor details are properly documented
Verify completion of jobs and update statuses in real time
Coordinate follow-ups for incomplete or return visits
Routing & Efficiency
Plan and optimize daily routes to reduce drive time and fuel costs
Monitor technician locations using GPS/dispatch software
Balance workloads across technicians to maintain productivity goals
Administrative Support
Maintain accurate customer records and service histories
Assist with invoicing, job costing, and basic data entry
Support office operations and coordination with other departments
Compliance & Safety Coordination
Ensure technicians are scheduled in accordance with company policies and safety guidelines
Track required certifications, permits, and job requirements when dispatching work
Assist in coordinating emergency or after-hours service calls
Performance & Reporting
Provide feedback to management on scheduling efficiency and workflow improvements
Key Skills & Qualifications
Strong organizational and multitasking abilities
Excellent communication and customer service skills
Ability to work in a fast-paced, high-pressure environment
Familiarity with dispatching software (ServiceTitan preferred)
Knowledge of plumbing/HVAC operations preferred
Compensation
Pay range: $23 – $30 per hour (based on experience)
Eligible for spiffs (performance incentives)
Participation in department bonus programs based on team performance and company metrics
