Service Coordinator/Dispatcher

About the Role 

The Service Coordinator/Dispatch plays a vital role within our organization, acting as a central point of communication and support between customers and our HVAC service team. In this position, you are responsible for exceeding customer expectations by delivering outstanding service and ensuring our technicians are fully supported in the field.

You will work closely with service technicians to schedule and coordinate maintenance, repair, and service calls, ensuring all work is completed efficiently, on time, and to the highest standards. A strong focus on operational efficiency and profitability is key, as you help drive the success of our service operations while upholding our commitment to quality and customer satisfaction.

What You’ll Do 

• Coordinate and schedule HVAC service, maintenance, and repair work in a timely and efficient manner.
• Act as the primary point of contact between customers and service technicians, ensuring smooth communication and job execution.
• Monitor job progress, technician availability, and customer needs to optimize scheduling and workflow.
• Prepare and process work orders and related documentation accurately.
• Ensure all service activities are completed with a focus on quality, customer satisfaction, and profitability.
• Collaborate with service teams to ensure excellent delivery and client satisfaction.
• Handle customer inquiries and follow up on service outcomes to ensure satisfaction.
• Maintain accurate records in service management software and update job statuses regularly; update the dispatch map.
• On call/after-hours backup coverage rotation.

What You Bring

• High school diploma or equivalent required.
• 2+ years of experience in a service coordination, dispatching, or administrative role—HVAC or trades industry experience highly desirable.
• Strong organizational skills with the ability to multitask and manage shifting priorities.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficient in scheduling software, Microsoft Office Suite, and service management tools.
• Strong problem-solving abilities and attention to detail.
• Customer-focused mindset with a proactive approach to service and support.
• Ability to thrive in a fast-paced, team-oriented environment.
• Geographical knowledge or service area or map reading skills.

Physical and Mental Requirements

Physical Requirements

• Ability to sit or remain stationary for extended periods while using a computer or phone.
• Manual dexterity for frequent use of a keyboard, mouse, and other office equipment.
• Occasional lifting of office supplies or documents up to 20 pounds.
• Ability to move within the office environment and communicate effectively in person and over the phone.

Mental Requirements

• Strong ability to concentrate, stay organized, and manage time effectively in a fast-paced environment.
• Capable of handling multiple tasks and shifting priorities with attention to detail.
• Ability to problem-solve under pressure and respond quickly to scheduling changes or service issues. 
• High level of emotional intelligence, with the capacity to remain calm and professional when dealing with customers and technicians.
• Strong decision-making and critical-thinking skills.

Reasonable accommodation will be made to enable individuals with disabilities to perform essential functions.

Salary & Benefits

This is a salaried, non-exempt role, paying at an annualized gross range between $60K - $70K, depending on experience, plus certain on-call incentives. Also, we offer a comprehensive benefits package, including medical, dental, vision, ancillary programs, such as life and disability, an employer-matched 401K, ongoing training and safety programs.

Why Join Yale?

Since 1939, Yale Mechanical has built a reputation for delivering exceptional mechanical contracting services across the Twin Cities – handing HVAC, plumbing, industrial, millwright, docks & doors, and more. Joining Yale, you’ll be part of a supportive, hands-on crew that values you. We foster a work environment built on collaboration, respect and trust, where technicians and support staff lean on one another to get the job done. We believe in investing in our people – giving you opportunities to grow, stay sharp, and build a long career with us, not just a job.

We are an Equal Opportunity Employer committed to building a diverse and inclusive workforce. We provide equal employment opportunities to all employees and applicants without regard to race, color, creed, religion, national origin, sex, gender identity, sexual orientation, disability, age, marital status, familial status, veteran status, status with regard to public assistance, or any other characteristic protected by applicable federal, state, or local law, including the Minneapolis and Saint Paul Human Rights Ordinances. In accordance with our Affirmative Action Plan, we actively seek to recruit, hire, develop, and retain qualified individuals from underrepresented groups, such as women, minorities, individuals with disabilities and protected veteran status, and ensure all employment decisions are based on merit, qualifications, and business needs. For assistance or accommodation during the application process, or to access our Affirmative Action Plan, please contact [email protected].