We want YOU to join our industry-leading HVAC Team in the heart of Texas as Dispatch Manager. The ideal candidate will be people-first with an expert-level HVAC background. The Dispatch Manager oversees the scheduling, coordination, and communication of field technicians for commercial HVAC service, maintenance, installation projects, and BAS. This role ensures timely job completion, and exceptional customer service, while supporting company goals and operational excellence

ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
• Lead and coach HVAC coordinators, managing daily operations of the dispatch team
• Ensure coverage of customer calls, scheduling, dispatching, and provide backup to coordinators as needed
• Drive billing and WIP progress within coordinator team
• Maintain all outstanding work order statuses until completion
• Ensuring all status are accurate & up to date, escalating to service managers as needed
• Support sales team service managers & directors to analyze and research all service, project, and BAS questions or concerns
• Assist with difficult scheduling scenarios, and challenging customer communication
• Serve as the information highway between field technicians, customers, and internal departments.
• Support service mangers with timely billing and time keeping practices
• Interview and coordinate new dispatcher team member training and orientation
• Ensure completion of all documentation, including but not limited to new hires, promotions, performance reviews, disciplinary action, development plans, and terminations
• Ensure the highest level of productivity and quality is always maintained by team
• Train, mentor, and supervise coordinators team members to ensure consistent, professional communication and customer service standards
• Monitor and evaluate team performance and personal conduct
• Address issues that arise within the team promptly and work directly with team to resolve
• Ensure adherence to company policies and procedures, as well as industry requirements • Promote a diversified company culture that encourages top performance and high morale • Maintain communication and close working relationships with coordinators, managers, directors and sales team
• Regularly report team progress, concerns and seek out guidance/ coaching from VP of Operations

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES
• High school diploma; college diploma preferred
• 5 - 10 years customer service experience in HVAC industry, or equivalent training and experience
• Strong knowledge of HVAC terminology, service processes, and industry standards.
• Proven leadership, coaching, and training skills
• Ability to collect, track, and analyze large amounts of data • Advanced problem-solving skills
• Driven and passionate about our company vision, developing our team, and serving our customers
• Highly organized and diligent
• Exceptional interpersonal skills
• Exceptional active listening skills, and verbal and written communication skills
• Adaptability in a fast-paced, rapidly growing work environment
• Flexibility to varying situations and surprise circumstances
• Ability to build rapport and collaborate with others within the company and externally
• Proficiency in Microsoft Office Suite, including Dynamics 365
• Understanding of smartphones, mobile applications, VOIP phones, computers, printers, copiers, and modern office technology

PHYSICAL DEMANDS AND WORK ENVIRONMENT
• Must be able to sit or stand for prolonged periods of time
• Must be able to work on a computer for prolonged periods of time