HVAC Dispatcher

Do you thrive in organized chaos and enjoy keeping a team running at its best? Are you the type of person who knows the right technician for the right job and takes pride in building an efficient schedule? Are you confident communicating with technicians, making real-time decisions, and ensuring customers receive an exceptional experience? If so, you might be the perfect fit for Rocket Cooling. About Us Rocket Cooling is a young, fast-growing HVAC company serving Southwest Florida and surrounding communities. Founded and owned by two hands-on entrepreneurs, we are not a large corporate chain. We are a local, people-focused company that moves quickly, values accountability, and puts customer experience first. You'll work alongside an experienced Service Manager and leadership team while utilizing modern tools like ServiceTitan to help coordinate one of the most important parts of our business—our technicians in the field. Our dispatchers are trusted to make decisions, think critically, and help drive the success of the entire service department. Position Overview The Dispatcher is responsible for owning the daily service board and ensuring the right technician is on the right call at the right time. This role is the communication hub between our customers, technicians, and the Service Manager. You'll spend your day actively managing the schedule in ServiceTitan, making real-time decisions, communicating directly with technicians, adjusting priorities as calls change, and ensuring every customer receives an exceptional experience. This is not a passive dispatch role. We are looking for someone who takes ownership, isn't afraid to pick up the phone, provides direction when needed, accepts feedback from leadership, and enjoys making decisions that improve technician efficiency and customer satisfaction. Responsibilities Own the daily dispatch board utilizing ServiceTitan Assign the right technician to the right call based on technical ability, location, workload, and customer needs Continuously monitor and adjust the dispatch board throughout the day to maximize efficiency, productivity, and customer satisfaction Work directly with the Service Manager to prioritize calls, manage technician workloads, and improve scheduling strategies Develop a strong understanding of each technician's strengths, certifications, skill sets, and areas of expertise to make better dispatch decisions Maintain constant communication with technicians throughout the day, providing schedule updates, job changes, and support Be comfortable picking up the phone to communicate with technicians, redirect priorities, and keep the day running efficiently Review technician progress throughout the day and proactively adjust schedules to minimize downtime and maximize productivity Utilize ServiceTitan to manage scheduling, technician routing, customer records, job statuses, notes, and dispatch workflows Answer incoming customer calls professionally and confidently Make outbound calls to schedule service appointments, maintenance visits, customer follow-up, and fill scheduling gaps Promote and renew Rocket Cooling maintenance memberships while educating customers on the value of ongoing preventative maintenance Maintain detailed customer notes and accurate job information within ServiceTitan Work collaboratively with CSRs, technicians, Service Managers, and other Rocket Cooling locations to ensure smooth daily operations Deliver a world-class customer experience on every interaction Skills & Qualifications Minimum 2 years of dispatching, scheduling, customer service, or service industry office experience HVAC, plumbing, electrical, or other home service industry experience strongly preferred ServiceTitan experience strongly preferred Strong understanding of dispatch boards, technician routing, and schedule management Excellent organizational skills with exceptional attention to detail Ability to think critically, solve problems, and make decisions in a fast-paced environment Comfortable communicating directly with field technicians and providing clear direction when priorities change Coachable and receptive to feedback while maintaining confidence in daily decision making Strong computer skills with the ability to quickly learn new technology Experience with Google Workspace preferred Professional communication skills with both customers and technicians Positive attitude with a strong sense of ownership and accountability What We Offer Competitive hourly pay based on experience Performance-based incentives 401(k) with company match Health, dental, and vision insurance Paid time off Ongoing training and professional development Modern technology including ServiceTitan and industry-leading tools Direct access to ownership and leadership Opportunity to grow with one of Southwest Florida's fastest-growing HVAC companies Why Dispatchers Choose Rocket Cooling You'll work alongside experienced service leadership—not on an island You'll have direct influence over technician productivity and customer satisfaction We utilize ServiceTitan as a true operational platform, not just scheduling software You'll have the authority to make decisions while receiving the support needed to grow No corporate bureaucracy—just a team focused on doing the right thing for our customers and each other A culture built around accountability, teamwork, growth, and respect Join Our Team The best dispatchers don't simply answer phones or schedule appointments. They know their technicians, understand their strengths, anticipate problems before they happen, and use ServiceTitan as a powerful operational tool to maximize efficiency, support the field, and create an outstanding customer experience. If you enjoy being the person who keeps everything moving, communicates confidently with technicians, and takes pride in running a smooth operation, we'd love to meet you. Join Rocket Cooling and help us continue building one of Southwest Florida's best service teams.

Job Type:

Full-time Benefits 401(k) 401(k) matching Health insurance Dental insurance Vision insurance Paid time off Experience Dispatching or scheduling: 2 years preferred Customer service: 2 years required HVAC or home service industry: 1 year preferred

ServiceTitan:

1 year preferred

Google Workspace:

1 year preferred Work Location In person