Service Dispatcher

Job Title: Service Dispatcher
Location: Savanna, Illinois
Job Type: Full-time


Job Summary:
We are seeking a highly organized and customer-focused Service Dispatcher to join our team at River Cities Heating, Air Conditioning and Refrigeration, a leader in commercial & residential heating/cooling and commercial refrigeration services. The Service Dispatcher plays a critical role in coordinating daily field operations by dispatching technicians, managing service requests, and ensuring timely and efficient customer service.
This position is ideal for someone who thrives in a fast-paced environment, has excellent communication and problem-solving skills, and understands the importance of accurate scheduling and resource allocation in the HVAC and refrigeration industry.
Key Responsibilities:

• Receive and schedule service calls from customers via phone, email, and service platform.
• Dispatch HVAC and refrigeration technicians to job sites based on priority, location, and skill set.
• Monitor technician schedules and adjust dispatching in real-time as needed for emergencies, cancellations, or delays.
• Maintain daily communication with technicians to ensure job completion, collect job status updates, and relay customer information.
• Coordinate parts and materials delivery to job sites as needed.
• Communicate effectively with customers regarding appointment times, service updates, and delays.
• Maintain accurate records of work orders, time tracking, and technician assignments using dispatching software (e.g., SuccessWare).
• Work closely with managers to ensure a seamless workflow.
• Assist with customer follow-ups, invoice preparation, and administrative support as needed.

• High school diploma or equivalent; additional education in business administration or a related field is a plus.
• Strong knowledge of HVAC and/or commercial refrigeration industry terminology and service processes is highly desirable.
• Proficiency with scheduling or service management software.
• Excellent communication, multitasking, and organizational skills.
• Strong attention to detail and commitment to customer satisfaction.
• Computer & customer service experience a must.

• Familiarity with basic HVAC and refrigeration systems and terminology.
• Strong data entry and administrative support skills.
• 2+ years of experience in a dispatching, scheduling, or administrative role (HVAC or similar field preferred).

• Must be able to sit for extended periods.
• Occasional lifting of files or office supplies up to 25 lbs.
• Ability to use standard office equipment (computer, phone, copier, etc.).

• Competitive pay based on experience
• Health insurance
• Paid time off and holidays
• 401(k) plan with employer match
• Supportive and team-oriented work environment