HVAC Administrative Assistant & Dispatcher - Onsite

The HVAC Administrative Assistant & Backup Dispatcher 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 party portals
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Ability to prioritize tasks and make sound decisions under pressure
• Strong attention to detail, particularly with numbers (e.g., NTEs, quotes, PO's)

Preferred Qualifications

• Prior HVAC industry experience (admin, dispatcher, or coordination role)
• Experience handling NTE increases, quoting, and client approvals
• Familiarity with parts ordering and PO creation

Working Hours

• Monday to Friday, 8 am to 5 pm with after-hours on-call rotation as needed

Compensation & Benefits

• “Based on experience” - Competitive Pay
• Health, Dental, and Vision Insurance
• Paid Time Off & Holidays