Dispatch Associate at Shaw-Manila – Mandaluyong

We are seeking a proactive and highly organized Dispatcher to serve as the central coordination point for our HVAC service team. This role is critical to both field operations and customer service, combining real-time decision-making with clear, empathetic communication. The Dispatcher ensures technician schedules run smoothly and customers stay informed and satisfied throughout the service process.

• Strategically assign technicians based on skill set, availability, location, and urgency of requests
• Maintain efficient daily workflows by prioritizing calls and optimizing routes to minimize downtime and travel
• Monitor technician progress and adjust schedules as needed in real-time to meet service objectives
• Own same-day service opportunity identification — proactively fill schedule gaps and convert open capacity into completed jobs
• Exercise real-time decision-making authority for dispatch adjustments, rerouting, and schedule changes without requiring manager approval for standard operational calls

• Act as a consistent point of contact for customers needing updates on service appointments, reschedule requests, or technician ETAs
• Send timely service reminders and status updates throughout the day — including scheduled outreach at 9:00 AM, 12:00 PM, and 3:00 PM — to keep customers informed
• Answer inbound calls when available and handle overflow or transferred calls related to scheduling and service updates
• Follow up with customers regarding return repair visits

• Participate in daily team huddles to align on schedule priorities, capacity, and field team status
• Complete end-of-day checklist including schedule reconciliation, outstanding follow-ups, and system updates before close of business
• Communicate schedule changes, delays, or field issues to relevant team members promptly throughout the day

• Track service outcomes and job completions, including revenue, and updating internal systems accurately and promptly
• Maintain records of dispatch activity and communications
• Run assigned reports and provide updates to management as required
• Monitor and report on key performance metrics including technician utilization, same-day job completion rate, on-time arrival, and schedule efficiency
• Actively contributes to revenue and efficiency goals by optimizing technician capacity, reducing drive time, and maximizing billable hours

• High school diploma or equivalent
• 2+ years of experience in dispatch, scheduling, or customer service
• Strong multitasking and time management skills in a fast-paced environment
• Professional verbal and written communication abilities
• Proficiency with scheduling and dispatch software, multi-line phones, and basic office systems
• Strong attention to detail, especially when tracking technician schedules and service outcomes
• Comfortable problem-solving under pressure, making independent decisions, and thinking ahead

• Prior experience in HVAC, plumbing, or home services industry
• Familiarity with ServiceTitan or comparable field service software
• Understanding of geographic service areas