A Dispatcher answers emergency calls and relays information from callers to the appropriate police, fire or ambulance staff. Speaks calmly with callers to get the information needed for emergency personnel. Keeps detailed records of calls and responses.
On-Site About Northstar Refrigeration Northstar Refrigeration is a growing commercial HVAC and refrigeration contractor serving customers throughout New England. We specialize in commercial HVAC, refrigeration, mechanical construction, preventative maintenance, and emergency service. Our culture is built on accountability, teamwork, customer service, and continuous improvement. We're looking for an organized, proactive professional who enjoys solving problems, coordinating people, and keeping operations running smoothly. Position Summary The HVAC Service Operations Coordinator is the operational hub of our HVAC Service Department. This role is responsible for coordinating technicians, managing service schedules, monitoring active jobs, and serving as the primary communication bridge between customers and our field team. Success in this position requires someone who thrives in a fast-paced environment, communicates exceptionally well, and enjoys balancing multiple priorities while delivering an outstanding customer experience. Key ResponsibilitiesService Operations & Scheduling Coordinate daily schedules for HVAC service technicians. Plan labor and material resources to maximize technician productivity. Prioritize emergency service calls while maintaining scheduled work. Adjust schedules throughout the day as customer needs and priorities change. Coordinate return visits and follow-up work. Job Monitoring Monitor active service calls from dispatch through completion. Review technician progress and job status throughout the day. Ensure work orders contain accurate information and are updated promptly. Identify scheduling conflicts and resolve operational issues before they impact customers. Coordinate with management regarding project priorities and technician utilization. Customer & Technician Communication Serve as the primary communication bridge between customers and field technicians. Provide customers with scheduling updates, technician arrival information, and job status. Support technicians with scheduling, customer communication, and operational needs. Maintain professional communication while resolving scheduling challenges and customer concerns. Service Quoting Assist in converting quoted work into scheduled service. Administrative Support Provide secondary phone coverage for incoming customer calls. Maintain accurate customer records, work orders, and scheduling information. Coordinate documentation required for job completion and billing. Support the Director of HVAC Operations with department priorities and special projects. What Success Looks Like A successful
HVAC Service Operations Coordinator:
Keeps technicians productive and efficiently scheduled. Maintains excellent communication with customers and field staff. Anticipates scheduling conflicts before they become problems. Delivers accurate and timely service quotations. Helps improve technician utilization and department profitability. Creates an exceptional customer experience from the initial phone call through job completion. QualificationsRequired 3+ years of experience in service coordination, dispatching, project coordination, or operations. Strong organizational and multitasking skills. Excellent verbal and written communication. High attention to detail and follow-through. Proficiency with Microsoft Office and computer-based scheduling systems. Ability to prioritize multiple tasks in a fast-paced environment. Professional customer service skills. Preferred Commercial HVAC, refrigeration, plumbing, electrical, mechanical, or construction industry experience. Experience with BuildOps or similar field service software. Experience preparing service estimates or quotations. Knowledge of technician scheduling and dispatch operations. Why Join Northstar? At Northstar, you'll be more than a dispatcher—you'll be a critical part of our operations team. You'll work alongside experienced professionals who value accountability, teamwork, and continuous improvement while helping deliver outstanding service to commercial customers throughout New England. If you're organized, thrive under pressure, enjoy coordinating people and resources, and want to build a long-term career with a growing company, we'd love to hear from you
Pay:
$75,000.00 - $85,000.00 per year
Benefits:
401(k) Dental insurance Flexible schedule Health insurance Paid time off Retirement plan Vision insurance
