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The ideal candidate thrives in a fast-paced environment, can manage multiple priorities at once, and communicates clearly and confidently. This position plays a critical role in maintaining customer satisfaction and keeping field operations running smoothly.
KEY RESPONSIBILITY
Customer Interaction
- Answer inbound calls, emails, and online service requests from residential and commercial customers
- Schedule HVAC maintenance, repair, and emergency service appointments
- Gather accurate job details, equipment information, service history, and customer data
- Proactively communicate technician arrival windows, delays, and updates
- Resolve scheduling conflicts and address customer concerns in a professional manner
- Coordinate follow-up appointments with customers when return visits are required
- Dispatch HVAC technicians based on skill set, certification level, availability, and geographic location
- Optimize daily routes and schedules to improve efficiency and response times
- Monitor technician progress throughout the day and adjust schedules as needed
- Confirm labor tickets and hours for payroll
- Coordinate same-day and emergency service calls
- Maintain accurate work orders and service records within the company system
- Proactively review open service tickets and escalate aging or unresolved calls to technicians
- Serve as the communication link between technicians and customers
- Provide technicians with complete job details, site notes, and updates
- Track technician status including en route, on site, completed, or delayed
- Monitor incoming parts and equipment deliveries, notify technicians upon arrival
- Assist with job documentation, follow-ups, and scheduling return visits if needed
- Communicate parts or equipment needs with internal teams when applicable
KNOWLEDGE, SKILLS AND ABILITIES
Experience/Education
- High school diploma
- Associates/Bachelors degree preferred
- Previous dispatching or scheduling experience preferred (HVAC, construction, or service-based industry a plus)
- Proficiency in Microsoft Office, particularly Excel and Word
- Strong attention to detail with a focus on accuracy and quality
- Ability to prioritize tasks, meet deadlines, and adapt to changing demands
- Strong problem-solving and follow-up skills
- Clear and professional communication with internal and external customers
- Team-oriented mindset with a positive, collaborative approach
Company Benefits
- 401k 6% match
- Flexible Spending Account
- Medical, Dental and Vision Insurance for the Primary Employee with 100% premium coverage
- Paid Primary Employee Life and AD&D Insurance Coverage
- Paid Primary Employee Long-term and Short-term Disability Insurance
- Employer Sponsored Apprenticeship Program
Candidates interested in applying for the above position should forward their resumes via email to careers@nmxinc.co with attention: Human Resources.
Although we appreciate your interest in National, only those individuals selected for an interview will be contacted.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
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