HVAC & Plumbing Dispatcher / Customer Service Coordinator Pro Comfort Control Plumbing, Heating & Air Conditioning | Ashland, MA Full-Time | Monday-Friday, 8:30 AM-5:00 PM | In-Person Rotating On-Call Weekends Pro Comfort Control is looking for an experienced, organized HVAC & Plumbing Dispatcher / Customer Service Coordinator to help manage our daily service operation. This role is primarily focused on dispatching technicians, managing the service schedule, prioritizing calls, communicating with customers, and maximizing technician productivity and revenue throughout the day. You will also assist with inbound customer calls, booking appointments, and other customer service responsibilities as needed. Previous dispatching, scheduling, or customer service experience in HVAC, plumbing, electrical, home services, or another field-service business is strongly preferred. ServiceTitan experience is a major plus. About Pro Comfort Control Pro Comfort Control is a growing, family-run residential HVAC and plumbing company serving homeowners throughout MetroWest Massachusetts. We take pride in craftsmanship, professionalism, and genuinely caring for our customers. We are building a strong team of people who take ownership of their work, communicate well, and want to grow with the company. What You'll Do As our Dispatcher, you will be the central point connecting our customers, technicians, and service department throughout the day.

Your responsibilities will include:

Manage the Daily Service Board

• Schedule, dispatch, and adjust technician calls throughout the day. Maximize Technician Productivity
• Keep technicians moving efficiently while minimizing downtime, unnecessary drive time, and gaps in the schedule. Prioritize Service Calls
• Evaluate urgency, technician skill set, geographic location, job type, and revenue opportunity when assigning calls. Monitor Technician Progress
• Stay aware of job status and proactively adjust the schedule when calls run long, cancel, or change. Communicate With Technicians
• Provide clear job information, schedule updates, customer details, and support throughout the day. Communicate With Customers
• Provide arrival updates, manage schedule changes, rescheduling, delays, and other service-related communication. Book Incoming Calls
• Answer phones and convert qualified customer inquiries into scheduled service appointments. Handle Customer Concerns
• Professionally assist customers with scheduling questions, service concerns, and basic objections. Protect Revenue Opportunities
• Help ensure high-priority and revenue-producing calls are appropriately scheduled and dispatched. Maintain ServiceTitan Accuracy
• Keep jobs, customer information, technician assignments, notes, and schedule details organized and accurate. Support the Service Team
• Assist with follow-up calls, memberships, administrative tasks, and other customer service responsibilities as needed.

What We're Looking For The right person for this role is comfortable making decisions quickly, communicating constantly, and keeping several moving pieces organized at once.

You should have:

3+ years of customer service, scheduling, dispatching, or phone experience Previous HVAC, plumbing, electrical, construction, or home-service dispatching experience preferred Strong phone communication and customer service skills Ability to confidently manage a busy technician schedule Strong judgment when prioritizing and assigning service calls Ability to think ahead and adjust quickly when the schedule changes Strong organization, attention to detail, and follow-through Ability to handle multiple priorities in a fast-paced environment A positive, solution-oriented attitude Confidence handling booking objections and converting incoming calls Ability to accept coaching and continuously improve Experience with ServiceTitan or similar field-service software strongly preferred Comfortable using Microsoft Office and other business software Why Join Pro Comfort Control? Advancement and career growth opportunities Performance bonus opportunities Weekly pay Health insurance Dental insurance 401(k) with company match Paid holidays Paid vacation, personal, and sick time Paid training and continuing education Year-round work with no seasonal layoffs Supportive, team-oriented work environment Opportunity to Grow We are a growing company, and strong performers have opportunities to take on additional responsibility and advance into roles such as: Lead Dispatcher Customer Service Team Lead Service Coordinator Operations Management If you enjoy solving problems, keeping technicians productive, helping customers, and making a busy service department run smoothly, we'd love to hear from you.

Job Type:

Full-time Work Location:

In person

•

Ashland, MA Job Type:

Full-time Pay:

$26.00

• $31.

00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Application Question(s): Why do you think you would be a great fit for this role? Will you be able to reliably commute to Ashland, MA daily? Tell us when you have had scheduling/dispatching experiences?

Education:

High school or equivalent (Required)

Experience:

Customer Service

•

Answering Phones:

3 years (Required)

Dispatching:

2 years (Required)

Work Location:

In person