Dispatcher

HVAC Dispatcher
Do you want to work for one of the largest family-owned companies in metro Atlanta, one that uses the most advanced tools and methods for solving home service problems?
Tired of being a number and not getting the work-life balance you deserve? Look no further than PV Heating, Cooling, Plumbing & Electrical.
Founded and owned by three brothers, we do things differently. We all come from the field, so we know what it’s like. We know what it takes to do the job right, and we know what it means to be treated right.
Homeowners have noticed. We have over 3,000 five-star reviews and maintain a 4.9 Google rating. With over 6,000 members, you’re guaranteed quality clients who care about doing it the right way.
Our company is seeking an experienced Lead HVAC Dispatcher to oversee daily dispatch operations and help keep our HVAC service department running efficiently. This role is responsible for owning the dispatch board, coordinating HVAC technicians, optimizing daily schedules, managing service calls, and ensuring technicians and customers have the information they need throughout the day.
The ideal candidate has hands-on HVAC or home-services dispatching experience and understands the fast-paced nature of residential service. You should be comfortable making real-time decisions, adjusting technician schedules, handling emergencies and delays, communicating with customers and technicians, and keeping the day moving when unexpected issues arise.
This is a hands-on leadership role for someone who knows dispatch, understands technician workflow, and can confidently take ownership of the board.
Schedule
Full-Time | In-Office
Monday–Friday
Occasional evenings and weekends based on business needs
On-call support as needed
Weekend and evening shifts may be eligible for remote work
What We're Looking For
2+ years of dispatching experience in HVAC, plumbing, electrical, or residential home services
Strong understanding of HVAC service dispatching and technician scheduling
Experience managing a high-volume service board with multiple technicians
Experience scheduling and prioritizing service calls, emergency calls, maintenance, callbacks, and follow-up work
Previous lead, senior dispatcher, or team-lead experience preferred
ServiceTitan experience strongly preferred
Strong understanding of technician availability, skill sets, job duration, geographic coverage, and route optimization
Ability to make quick decisions and adjust schedules throughout the day
Strong communication and customer service skills
Highly organized with excellent attention to detail
Ability to remain calm and solution-oriented in a fast-paced environment
Comfortable coaching, supporting, and holding dispatch team members accountable
Key Responsibilities
Own the HVAC Dispatch Board
Take ownership of the daily dispatch board and ensure technicians remain productive and properly scheduled.
Prioritize service calls based on customer needs, urgency, technician skill set, availability, location, and department priorities.
Monitor the board throughout the day and make real-time adjustments as schedules change.
Balance emergency calls, maintenance appointments, callbacks, sold work, and follow-up appointments.
Dispatch & Coordinate Technicians
Monitor technician locations, job status, schedules, and estimated completion times.
Assign calls based on technician availability, skill level, location, and job requirements.
Minimize technician downtime and unnecessary drive time.
Proactively identify scheduling conflicts and delays before they impact customers.
Coordinate technician assistance, reschedules, and changes throughout the day.
Customer Communication
Ensure customers receive accurate appointment information and technician arrival updates.
Communicate schedule changes, delays, and updated ETAs professionally and promptly.
Assist with escalated customer concerns related to scheduling and technician arrival times.
Help ensure customers receive a smooth and professional service experience.
ServiceTitan Management
Maintain accurate customer and job information in ServiceTitan.
Ensure calls are properly scheduled, updated, documented, and closed out.
Monitor job notes, tasks, follow-ups, materials, equipment, and required documentation.
Ensure dispatchers are following established ServiceTitan processes and procedures.
Lead & Support the Dispatch Team
Serve as a resource and point of contact for dispatchers throughout the day.
Provide guidance when dispatchers encounter difficult scheduling or customer situations.
Help ensure dispatch procedures, communication standards, and expectations are consistently followed.
Coach team members when needed and communicate performance concerns to management.
Drive Technician Productivity & Department Performance
Optimize technician schedules to maximize productivity and reduce downtime.
Identify opportunities to fill open schedule capacity with appropriate calls.
Support daily department revenue and productivity goals.
Monitor callbacks, unfinished work, follow-ups, and opportunities that need to be rescheduled.
Work closely with Service Managers and other departments to keep work moving efficiently.
Problem Solving & Escalations
Act as an escalation point for technician, customer, and scheduling issues.
Quickly respond to unexpected call-outs, emergencies, delays, vehicle issues, job overruns, and other scheduling challenges.
Anticipate potential problems and take action before they impact the customer or technician.
Maintain composure and professionalism during high-pressure situations.
What Success Looks Like
A successful Lead HVAC Dispatcher:
Keeps the dispatch board organized and productive.
Gets the right technician to the right call at the right time.
Minimizes technician downtime and unnecessary drive time.
Keeps customers informed and reduces scheduling-related complaints.
Proactively identifies and resolves problems.
Maintains accurate information in ServiceTitan.
Supports and holds the dispatch team accountable.
Helps the HVAC department meet its daily productivity and revenue goals.
Why Join Us?
Supportive Culture: Join a driven, collaborative team that values accountability, teamwork, and having fun while delivering exceptional service.
Meaningful Impact: Dispatch plays a critical role in technician productivity, department performance, and customer satisfaction.
Growth Opportunities: Receive ongoing paid training, mentorship, and opportunities for career advancement.
Benefits
Competitive Pay
Health, Dental & Vision Insurance
401(k)
Paid Time Off & Paid Holidays
Paid Training
Career Growth Opportunities
Disclaimer: By submitting your application, you authorize us to contact you by phone, email, and text regarding current and future employment opportunities.

Employment type
Full-Time

Work arrangement
No