HVAC Service Coordinator / Dispatcher Atlantic Shores Heating & Cooling Suffolk, VA Job Details Full-time $24 - $28 an hour 1 day ago Benefits Paid training Paid holidays Health insurance Paid time off Vision insurance Opportunities for advancement Retirement plan Qualifications Multitasking Phone communication Customer service Service scheduling Dispatching Attention to detail Task prioritization Decision making Problem-solving Conflict resolution Full Job Description This is not a receptionist or basic customer-service position. Atlantic Shores Heating & Cooling is looking for an experienced, highly organized Service Coordinator / Dispatcher to take ownership of the daily operation of our residential HVAC service department. This position sits at the center of our service operation. You will answer customer calls, schedule and dispatch technicians, manage changes throughout the day, communicate with customers, monitor technician progress, document information accurately, and make real-time decisions that keep the department moving. HVAC service does not always go according to plan. Calls run long. Emergencies come in. Customers need updates. Technicians need support. Priorities change. We are looking for someone who can remain calm, think through what needs to happen next, and make good decisions without needing constant direction. Atlantic Shores Heating & Cooling is a family-owned company that has served Hampton Roads since 1995. We are growing, strengthening our systems, and building a team centered around accountability, professionalism, communication, and taking care of people. What You'll Be Responsible For Answer incoming customer calls promptly and professionally. Gather complete and accurate information before scheduling service. Schedule service appointments based on technician availability, location, job type, priority, and travel efficiency. Dispatch technicians throughout the day and monitor the progress of the schedule. Adjust the schedule when jobs run long, emergencies arise, technicians become unavailable, or customer needs change. Provide professional, clear, and efficient customer communication regarding scheduling, delays, service expectations, and next steps while maintaining focus on the operational needs of the service department. Keep technicians informed of schedule changes and ensure they have the information needed before arriving at a job. Review customer history, equipment information, job notes, and other relevant details before dispatch. Maintain complete and accurate customer, appointment, and job documentation in the company CRM. Review completed work orders for missing information and assist with proper closeout. Help process invoices, payments, maintenance agreements, warranty information, and other service-related documentation. Follow up on unfinished service items and make sure responsibilities do not fall through the cracks. Group calls geographically when possible to reduce unnecessary drive time and support technician productivity. Identify scheduling or customer-service problems early and take action before they become larger issues. Communicate with management when a situation truly requires escalation — while independently handling routine decisions within the responsibilities of the position. The Person We're Looking For This role requires someone who is naturally organized, comfortable managing several priorities at once, and able to remain professional when the day changes unexpectedly. You should be able to stay composed when the phone is ringing, a customer is frustrated, a technician needs an answer, and the schedule you built that morning suddenly needs to change. We are looking for someone who knows the difference between a situation that requires management involvement and a routine operational decision they are expected to handle independently. This role requires sound judgment. You will not always have a script for every situation and you will be expected to gather the available information, determine the appropriate next step, and act. The right person for this position will also be able to provide professional, clear, and efficient customer communication while maintaining ownership of the operational needs of the service department. Customer service is important, but this role is ultimately responsible for helping keep the service operation organized, productive, and moving forward. We are specifically looking for someone who: Stays calm and organized under pressure. Maintaining a sense of urgency without sacrificing accuracy or follow-through Can prioritize quickly without becoming overwhelmed. Thinks through situations before immediately escalating them. Can distinguish between being busy and being productive. Is comfortable making routine decisions independently. Knows when a situation genuinely requires management involvement. Communicates clearly and professionally with customers and coworkers. Pays close attention to details. Completes what they start and follows up without being reminded. Can manage interruptions without losing track of existing responsibilities. Accepts accountability when mistakes happen and works to correct them. Can receive feedback professionally and use it to improve. Looks ahead instead of only reacting to what is directly in front of them.

What Success Looks Like A successful Service Coordinator keeps the service department moving without requiring constant management intervention.

Performance in this role includes:

Prompt, professional phone coverage Accurate scheduling and dispatch Minimal avoidable gaps in technician schedules Efficient geographic routing Complete customer and job documentation Consistent appointment confirmations and customer updates Strong follow-through on open items Accurate handoffs between the office and field Sound judgment when priorities compete High customer satisfaction Consistent independent handling of routine operational decisions We have very high expectations for accuracy, communication, dependability, and ownership because this position directly affects both the customer experience and the productivity of the entire service department. This position may not be the right fit if you: Prefer to wait for direction before making routine decisions. Become easily overwhelmed when priorities change. Prefer to focus on one task at a time without frequent interruptions. Dislike spending a significant part of the day on the phone. Have difficulty keeping track of multiple unfinished tasks. Avoid difficult customer conversations. Prefer a workday where the schedule rarely changes. Need frequent reminders to follow up or complete documentation. Experience Previous experience in dispatching, service coordination, or high-volume scheduling is required. Experience in HVAC or another home-service industry is strongly preferred. Experience with HVAC is a significant advantage because understanding service calls, technician skill sets, equipment terminology, and urgency helps you make better scheduling decisions. Experience using field-service or CRM software is preferred. Training will be provided on Atlantic Shores' specific systems and processes. Compensation, Schedule & Benefits Consistent Monday-Friday daytime schedule Typical hours: 8:00 AM-5:00 PM Competitive pay of $24-$28 per hour, based on relevant experience and demonstrated ability 10 days of paid time off annually after successful completion of the 90-day introductory period Paid holidays Health insurance Retirement savings plan Paid job-specific training and professional development Formal 90-day performance and compensation review Ongoing performance reviews and opportunities for increased responsibility Career growth opportunities as Atlantic Shores continues to grow The stability of a family-owned company serving Hampton Roads since 1995 We believe strong performance should be recognized. This position includes a formal 90-day review focused on mastery of the role, decision-making, scheduling and dispatch accuracy, communication, follow-through, and independent ownership of routine service operations. Why Atlantic Shores? Atlantic Shores Heating & Cooling has served Hampton Roads since 1995. As we continue to grow, we are building stronger systems and creating clear expectations for every position in the company. Our culture is centered around putting people first, giving 100%, taking accountability, communicating clearly, treating others with respect, and continually working toward becoming the best version of yourself. We are looking for someone who wants to own this position, not simply occupy it. Serving Hampton Roads since 1995. Built on service. Growing through people.

Pay:

$24.00 - $28.00 per hour Expected hours: 40.0 per week

Benefits:

Health insurance Paid time off Vision insurance Application Question(s): Briefly describe a time when several urgent priorities came up at once. How did you decide what to handle first? Have you worked in a role where you were expected to make routine decisions independently without waiting for manager approval Are you comfortable spending a significant portion of the day on the phone while also managing scheduling, technician communication, and follow-up tasks? Do you have experience with field-service or CRM software?

Experience:

dispatching, service coordination, or high-volume scheduling: 2 years (Required)

Work Location:

In person