HVAC Dispatcher/Administrative Assistant - Onsite

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.) - 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…