HVAC Dispatcher/Administrative Assistant - Onsite

## Description

The **HVAC Dispatcher/Administrative Assistant - Onsite** is responsible for providing high-level administrative and dispatch support to ensure smooth day-to-day operations within the HVAC service department. This role involves managing incoming work orders, dispatch communications, scheduling technicians, ensuring compliance with Not to Exceed (NTE) limits, and coordinating follow-up visits, quotes, approvals, and invoices. The ideal candidate will be highly organized, proactive, and capable of stepping in as Lead Dispatcher when needed.

**Dispatch Support & Communication**

• Monitor and manage both **Dispatch Email** and **Personal Mako Email** for incoming work orders, updates, or client communications.
• **Back up Lead Dispatcher**: When Lead Dispatcher is out, ensure the dispatch board is pre-set for the next day, and technicians have all assigned calls scheduled.
• Communicate with field technicians and clients to ensure accurate and timely scheduling of all service calls.
• Handle **on-call duties**: Prioritize emergency work orders after hours and determine what can be deferred based on the board's availability.

**Work Order Management**

• Schedule work orders (W.O’s) received via phone or email.
• Input job information with proper structure:
• W.O #, NTE Amount, IVR #
• Detailed Work Order Description
• Attach PM Checklist or custom W.O Checklist in notes
• Assign correct **HVAC Category** for accurate technician routing
• Identify potential **recall** work orders (NTE at $0) and handle accordingly:
• If unclear, contact 3rd party for clarification or request NTE increase with justification.
• Notate all job activities accurately in **Jobber**, ensuring clear job history for future reference.

**Quotes & Proposals**

• Prepare, send, and track **quotes**, including adding incurred amounts and detailed descriptions.
• Ensure **Jobber** and internal notes reflect whether quote was sent to client email (house accounts) and follow up if necessary.
• For **After the Fact (ATF) quotes**:
• Create new W.O #
• Link proposal to Jobber and portal
• Ensure NTE matches invoice before marking complete
• Notate Jobber with ATF Proposal #

**Approvals & Purchase Orders (POs)**

• Pull paperwork and attach all required approvals to Jobber and/or internal system.
• Cut POs for approved quotes and part orders.
• For approved jobs:
• Create **next visit** with correct description
• Add line items for approved work
• Move W.O. to appropriate board tab: "Action Required," “Unscheduled,” or schedule if parts are in stock.

**Parts & Inventory**

• Manage parts ordering and intake:
• Track parts delivered to office or supply house
• Pull necessary paperwork and schedule tech visits
• Submit **expense** entries if Dispatch orders parts

**Job Completion Process**

• **Clear technicians** from jobs at completion:
• Review and confirm all notes, time, IVR, pictures, and expenses
• Match NTE in portal with final invoice
• Create return visits if needed with detailed descriptions
• Request NTE increase if needed for follow-up
• Ensure all jobs are cleared from the **Action Required** and **Late Queue** daily.

**Preventive Maintenance (PM) & Requests**

• Input monthly PM work orders ahead of schedule.
• Request $0 W.O.s to allow quoting without revisiting the site.
• Monitor and update W.O. requests that stem from PM visits.

**Administrative Notes & Technical Understanding**

• Accurately interpret technician notes to ensure:
• Job scope matches work order details
• Expenses and line items reflect the work performed
• Proper categorization for billing and follow-up
• Keep detailed and organized records across platforms (Jobber, Portal, etc.)

## Qualifications

• Strong knowledge of HVAC terminology and service workflow
• Experience in dispatching and/or administrative roles within service industry
• Exceptional organizational and multitasking abilities
• Strong written and verbal communication skills
• Familiarity with scheduling software (e.g., Jobber), IVR systems, and 3rd party portals
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Ability to prioritize tasks and make sound decisions under pressure
• Strong attention to detail, particularly with numbers (e.g., NTEs, quotes, PO’s)

**Preferred Qualifications**

• Prior HVAC industry experience (admin, dispatcher, or coordination role)
• Experience handling NTE increases, quoting, and client approvals
• Familiarity with parts ordering and PO creation

**Working Hours**

• Monday to Friday, 8 am to 5 pm with after-hours on-call rotation as needed

**Compensation & Benefits**

• “Based on experience” - Competitive Pay
• Health, Dental, and Vision Insurance
• Paid Time Off & Holidays