HVAC Administrative Assistant/Back Up Dispatcher

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