Lead Dispatcher

Company Description

Ray O Cook Heating & Air is an individual and family services company specializing in residential and light commercial heating and air conditioning solutions. Based at 889 Riverside Avenue in Roseville, California, the company serves customers throughout the Greater Sacramento area. The team focuses on reliable service, customer satisfaction, and long-term relationships within the local community. Ray O Cook Heating & Air offers a stable, service-oriented environment where employees can build their skills and grow their careers in the HVAC industry.

Role Description

The Lead Dispatcher is a full-time, on-site role located in the Greater Sacramento area. This position coordinates daily schedules for HVAC technicians, assigns and prioritizes service calls, and ensures timely responses to customer needs. The Lead Dispatcher monitors incoming calls, service requests, and work orders, maintains clear communication with technicians in the field, and updates customers on appointment status and service timelines.

The role includes managing dispatch software, verifying job details and parts requirements, and supporting efficient routing to maximize productivity and customer satisfaction. The Lead Dispatcher also assists with maintaining accurate records, reporting on scheduling metrics, and collaborating with management to improve dispatch processes and overall service performance.

Qualifications

• Experience in dispatching, scheduling, or coordinating field service operations, ideally in HVAC or a related trades environment.
• Strong organizational and time management skills, with the ability to handle multiple service calls and priorities simultaneously.
• Proficiency with dispatch or CRM software, basic computer skills (email, spreadsheets, data entry), and comfort working with digital tools.
• Excellent verbal and written communication skills for interacting with customers, technicians, and office staff in a clear, professional manner.
• Problem-solving abilities and sound judgment for handling urgent service issues, route changes, and unexpected delays.
• Demonstrated customer service skills, including patience, active listening, and a focus on providing a positive experience.
• Ability to work on-site in Greater Sacramento, maintain reliability in attendance, and support a team-oriented work environment.
• High school diploma or equivalent; prior experience in HVAC, plumbing, electrical, or other service-based industries is highly beneficial.

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