Service Dispatcher & Call Specialist
R
REYES HVAC SOLUTIONS LLC
R
Service Dispatcher & Call Specialist
REYES HVAC SOLUTIONS LLC
Posted 3 months ago
Full Time
Rockford, Illinois
In Person
Smart Summary
Responsibilities
Manage inbound customer calls and optimize technician schedules to ensure efficient field operations. Act as the primary communication link between customers and technicians while maintaining accurate records in ServiceTitan.
Qualifications
You have 1-2 years of dispatching or high-volume customer service experience, with proficiency in ServiceTitan or similar scheduling software, and Microsoft Word/Excel. You should also possess strong communication skills and a solutions-first mindset to manage schedules, dispatch technicians, and resolve customer concerns effectively.
Must Have Skills for ATS
ServiceTitan
Microsoft Word
Microsoft Excel
Job Description
- 401(k)
- 401(k) matching
- Bonus based on performance
- Health insurance
- Paid time off
- Training & development
At One Hour Heating & Air Conditioning, we don't just fix HVAC systems — we deliver peace of mind. As a Call Taker / Dispatcher, you are the heartbeat of our operations and the first impression every customer experiences. We're looking for a radiant, detail-oriented professional who thrives in a fast-paced environment and takes genuine pride in world-class service.
What you'll do
- Handle inbound calls with warmth and efficiency, targeting a 3–5 minute average handle time without ever making customers feel rushed
- Maintain and optimize service technician schedules to ensure on-time arrivals and maximum field efficiency
- Dispatch the right technician to every call using critical thinking, skill assessment, and prioritization
- Act as the primary communication link between customers and technicians — including daily debriefs
- Manage callbacks, follow-up calls, and preventive maintenance scheduling
- Maintain accurate customer database records in ServiceTitan
- Review completed service work orders for accuracy and flag discrepancies
- Resolve customer concerns with empathy and professionalism, escalating when necessary
- Participate in all company-sponsored training and development programs
- 1–2 years dispatching or high-volume customer service (HVAC / home services a plus)
- Exceptional verbal and written communication
- Comfortable with ServiceTitan or similar scheduling software
- Proficient in Microsoft Word & Excel
- Strong geographical knowledge or GPS / map reading skills
- GED or High School Diploma
- Ability to pass background check & drug screen
- Competitive pay
- Full health coverage
- Paid training
- 80 hours upfront PTO
- 401(k) match
- Naturally calm under pressure with a solutions-first mindset
- Highly organized — you juggle multiple priorities without dropping the ball
- Empathetic listener who makes every caller feel heard
- Results-driven and team-focused
- Committed to a customer-first, professional image
- Willing to work extended hours or weekends when needed
R
REYES HVAC SOLUTIONS LLC
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