HVAC Administrative Assistant & Dispatcher - Onsite
1 day ago
Carrollton
Job DescriptionDescription: 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., • 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., • 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, • 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, • Manage parts ordering and intake:, • Track parts delivered to office or supply house, • Pull necessary paperwork and schedule tech visits, • 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, • Input monthly PM work orders ahead of schedule., • Request $0 W.O.s to allow quoting without revisiting the site., • 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.) Requirements: • 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, • Prior HVAC industry experience (admin, dispatcher, or coordination role), • Experience handling NTE increases, quoting, and client approvals, • “Based on experience” - Competitive Pay, • Health, Dental, and Vision Insurance, • Paid Time Off & Holidays