Service Dispatcher Role (Columbia, MD)

Hobbs & Associates
    September 11, 2023
    Columbia, Maryland
    Job Type


    Job Title: Service Dispatcher

    Job Location: Columbia, MD

    Reports to: General Manager

    FLSA Status: Exempt

    This is a FULL-TIME position

    Under the supervision of the General Manager, the Service Dispatcher will serve as both the internal support and the scheduler for the Service Technicians. The Operations Dispatcher will manage resources including equipment and people for the successful service contracts with our customers.


    This role is responsible for the following:

    · Provide customer coordination and scheduling for service request received through our Service phone line and email.

    · Support the customer service process by working extensively with all departments as necessary.

    · Provide superior customer service to both external and internal customers by exceeding their expectations by communicating clearly and effectively.

    · Coordinate equipment startup and service with our Service Technicians and Customers.

    · Provide timely project documentation to HVAC Technicians in response to customer equipment startup requests.

    · Completed required data entry for the purposes of billing to the customers and documenting warranty claims.

    · Manage material procurement with manufacturers, ordering, release, and warranty management.

    · Follow up consistently to complete assigned duties.

    · Coordinate the transportation movements of the Technician teams.

    · Forecast workload for 2-3 days out.

    · Invoice fully executed work orders to the customer.

    · Keep Operations forecast up to date and report it to Operations VP.

    REQUIREMENTS The best candidate for this position will meet the following requirements:

    · 2+ years experience dispatching teams and/or similar scheduling.

    · Must demonstrate excellent communication skills and a positive and friendly customer service manner.

    · Must demonstrate an ability to multi-task and prioritize day-to-day responsibilities.

    · Must be a detail-oriented, organized, results-driven individual with the ability to work well in a fast-paced environment.

    · Required to use computer software and must be adept at learning new systems and tools. Geographical knowledge of service area or map reading skills is an additional requirement.

    · HVAC parts/equipment experience preferred.

    · Experience with FACTS Accounting Software preferred.


    · Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

    · Conflict Resolution- Steps up to conflicts, seeing them as opportunities. Reads situations quickly. Good at focused listening. Can hammer out tough agreements and settle disputes equitably. Can find common ground and get cooperation with minimum noise.

    · Interpersonal Skills Relates well to all kinds of people, up, down, and sideways, inside and outside the organization, builds appropriate rapport, builds constructive and effective relationships, uses diplomacy and tact, can diffuse even high-tension situations comfortably.

    · Planning- Accurately scopes out the length and difficulty of tasks and projects, sets objectives and goals and breaks down work into the process steps necessary to get things done.

    · Action Oriented- Enjoys working hard. Is action-oriented and full of energy for the things seen as challenging. Seizes more opportunities than others. Reacts quickly to critical situations.

    Environmental Requirements

    Will be required to work in an office environment and contribute to the team around you.

    Physical Demands

    While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

    As part of the application process at Hobbs & Associates, we ask all candidates to take a brief 10-minute Predictive Index Assessment. The link to the assessment will be emailed to all candidate prior to an initial phone interview.

    NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.


    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Health insurance
    • Health savings account
    • Life insurance
    • Paid time off
    • Vision insurance
    • EAP
    • Pet Insurance
    • STD/LTD
    • Critical Illness/Accident
    • PTO
    • Employee Development

    Job Type: Full-time

    Pay: From $45,000.00 per year


    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Health insurance
    • Life insurance
    • Paid time off
    • Vision insurance


    • 8 hour shift

    People with a criminal record are encouraged to apply

    Work Location: In person