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Dispatcher - On-site

Logan A/C & Heat Services

57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)

Dayton, OH 45377

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Dispatcher to schedule fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive, growth-oriented environment?

We offer benefits, including medical, dental, vision, health savings account, short-term disability, long-term disability, paid time off, paid holidays, a 401(k) with company match, profit sharing, and continuous opportunities for growth.

WHO IS LOGAN A/C & HEAT SERVICES?

Logan A/C & Heat Services is the #1 residential Trane dealer in Ohio & a Mitsubishi Electric Diamond Contractor ELITE. For over 50 years, homeowners throughout Columbus, Dayton and Cincinnati, Ohio, have trusted Logan A/C and Heat Services as their heating and air conditioning company of choice. As the local source for expertise involving your HVAC system, you can rely on us when you want to make sure your home will be kept as comfortable as possible all year long. Whether you need expert help with your air conditioner, furnace, heat pump, ductwork, or anything else related to your climate control system, we are the residential HVAC company you can depend on for fast and friendly service.

Essential Duties & Responsibilities:

+ Follows a set soft-scheduling process by scheduling all service repairs

+ Assists technicians via phone and email to support job completion and scheduling needs

+ Schedule follow-up and return visits for technicians as needed

+ Supports the Service Team in achieving monthly revenue and performance goals

+ Aim to exceed Schedule & Dispatch monthly goals in calls & opportunities ran

+ Provides assistance to CSR's on scheduling calls and service-related questions

+ Review service schedule for all markets periodically throughout the day to ensure the right opportunities / calls are on the appropriate technician for all markets

+ Helps maintain the emergency service technician on-call schedule – ensuring greylines are up-to-date and visible

+ Follows up daily on open repair and IAQ estimates left behind by technicians to help drive service revenue and customer engagement

+ Assists with resolving customer issues by collaborating with service management on quick & correct course of action

+ Contact customers for late arrival on unmanaged jobs to provide timely updates and manage customer expectations

+ Reschedules appointments as needed when emergency situations arise to maintain service quality and customer satisfaction

+ Responds promptly and professionally across company texting platforms including Service Titan Chat, ProBook Chat, and Podium

+ Reaches out to schedule and follow up on held parts with a set cadence, documenting attempts visibly and utilizing multiple communication methods like calling, texting, email etc.

+ Collaborate with multiple departments to coordinate service visits for issues, follow up on customer concerns, and ensure parts availability aligns with scheduling.

+ Review Next Day, Parts Not Ready report in a timely manner, following up with Logistics and communicating with the customer if the appointment needs to be adjusted.

+ Performs all other duties as assigned

Competencies:

+ Empathy & Customer-Centered Thinking (People First) - Actively listens to customers and teammates, demonstrating care, compassion, and understanding. Prioritizes the customer experience by ensuring clear, respectful communication and fostering trust in every interaction.

+ Adaptability & Problem Solving (Agile) - Thrives in a fast-paced environment by staying flexible and embracing change. Responds to shifting priorities with creative, forward-thinking solutions and remains calm under pressure.

+ Accountability & Initiative (Radical Ownership) - Takes full responsibility for outcomes, both successes and challenges. Proactively identifies and addresses issues, follows through on commitments.

+ Collaborative Communication & Support (Teamwork) - Builds strong relationships across departments by communicating openly, sharing knowledge, and offering help. Approaches every challenge with a team-first mindset, contributing to collective success.

+ Operational Excellence & Continuous Improvement (Excellence) - Maintains high standards in every aspect of work. Pays attention to detail, follows best practices, and continuously looks for ways to improve processes, performance, and customer experience.

Experience and Requirements:

+ 2 - 3years of experience in a dispatch, scheduling, or customer service support role.

+ Knowledge of the HVAC industry (Preferred)

+ Experienced in personal computer-based applications, including but not limited to Microsoft Office applications (Word, Excel, Powerpoint, Outlook, Visio, OneNote)

+ Working knowledge of iPads and smartphones

+ Excellent written and oral communication skills

+ Strong organizational skills

+ Ability to work proactively and independently with limited direction

+ Ability to organize and prioritize daily tasks and projects

+ Able to work overtime and weekend hours on an occasional basis

+ Participate in any LSI training and development as directed by management

Our PARTE Values:

+ P – People First – We believe every person matters. We lead with respect, compassion, and care- for our team, our customers, and our communities- because people are the heart of everything we do.

+ A – Agile – We are responsive and embrace change with courage and creativity, with speed, purpose, flexibility, and forward thinking; we turn challenges into opportunities.

+ R – Radical Ownership – We rise to every challenge by taking full responsibility for our actions, decisions, and outcomes. We don't just point to problems-we become the solution.

+ T – Teamwork – We lift each other up and win as one. Through trust, collaboration and open communication, we achieve more- delivering the best for our customers, our company and each other.

+ E – Excellence – Good enough is never enough. We strive for greatness in everything we do, fueled by passion and a commitment to exceed expectations every step of the way.

We look forward to speaking with you about our career opportunities at Logan Services!

Logan Services Inc. offers Equal Employment Opportunity to all applicants.