Dispatch, Outreach, and Office Coordinator at Busby's Heating and Air Conditioning in CO-Denver-80221

Job description

• The Service Dispatcher, under the supervision of the Office Manager, plays a crucial role in supporting the administrative and operational aspects of the Service Department.
• We are seeking a highly organized and proactive Dispatch, Outreach, and Office Coordinator to join our team. This position is the central hub of daily operations—balancing technician scheduling, customer communication, lead tracking, and administrative support. The right candidate will thrive in a fast-paced environment, take initiative, and ensure that both our operations teams and customers experience seamless, professional support.

Responsibilities

• Scheduling & Dispatching
• Receive and prioritize incoming service requests from customers.
• Schedule and dispatch HVAC technicians for service calls, installations, and maintenance jobs.
• Adjust routes and schedules in real time to maximize efficiency and handle emergencies, delays, or cancellations.
• Conduct daily follow-ups on outstanding leads and open service tickets.
• Customer Service & Communication
• Act as the main point of contact for customers, technicians, and management.
• Answer inbound calls and emails related to service requests, scheduling, and pricing.
• Provide courteous, accurate, and timely responses to customer inquiries, including warranties and follow-ups.
• Document and address customer concerns, ensuring prompt resolution and satisfaction.
• Maintain customer records, service histories, and warranties in company software (Sera).
• Monitoring & Support
• Track technician progress throughout the day and provide operational support as issues arise.
• Monitor job completion and confirm customer satisfaction (including “Happy Calls” post-service).
• Report recurring service issues and inefficiencies to management.
• Ensure technicians have proper tools, materials, and information before jobs.
• Lead Tracking & Outreach
• Monitor and track new leads from platforms such as Angi, Yelp, Bullseye Pro, Google Local Services, and others.
• Provide reporting on lead sources, conversion rates, and outreach effectiveness.
• Support marketing efforts by coordinating follow-ups on incoming leads.
• Office Coordination & Administrative Support
• Intake and process customer calls, creating/updating job records in Sera.
• Manage workflow between service and install teams, ensuring jobs move smoothly from sales through completion.
• Handle permits, inspections, warranties, and parts orders.
• Maintain compliance with company policies, warranties, and safety requirements.
• Prepare detailed reports for management, including service performance, audits, and quality assurance.

Requirements

• 2+ years of experience in dispatching, scheduling, office coordination, or related administrative roles (HVAC/Service industry experience preferred).
• Strong multitasking and organizational skills with the ability to adjust priorities quickly.
• Excellent communication skills—both written and verbal.
• Proficiency with scheduling/dispatch software (experience with Sera a plus).
• Problem-solving mindset with the ability to remain calm under pressure.
• Comfortable with customer-facing interactions and conflict resolution.

Skills

Preferred

• Experience with Sera (a plus).

Benefits

• Spiffs, Rewards, & Employee Contests
• Competitive Compensation
• Paid Vacation
• 401(k)
• Bonus based on performance
• Health insurance
• Training & development
• Dental insurance
• Opportunity for advancement
• Vision insurance
• Be part of a growing and respected HVAC/Electrical/Solar company.
• Work in a dynamic role where no two days are the same.
• Competitive pay and benefits package.
• Opportunity to directly impact customer experience and operational efficiency.
• Compensation: $20.00 - $25.00 per hour