Dispatcher at Big Horn Heating & Cooling – Billings, Montana

About Big Horn Heating & Cooling

Big Horn Heating and Cooling has been serving Mountain West families and businesses for over 20 years!

With shops in Billings, Cody, Worland, and Jackson, we are the leading provider of HVAC maintenance, service, and installation for residential and commercial customers in Idaho, Montana, and Wyoming. We are looking for top-tier talent to join our team and bring our excellent level of customer service to the community.

We invest in our employees' career development, covering their Journeyman licensing and training/continuing education. We promote our career development philosophy of "learn more, earn more" to all of our coworkers.

We are looking for service technicians with experience working on boilers, residential AC, mini splits, and commercial systems. Truck, tools, uniform, and tablet w/ Service Titan provided.

We offer an outstanding company culture, a 401(k) program w/ company match, health insurance, PTO, and competitive compensation with SPIFFS.

Position Summary:
The HVAC Dispatcher is responsible for proactively contacting customers to schedule service appointments, confirm upcoming jobs, follow up on maintenance reminders, and support overall workflow efficiency for the HVAC service team. This role ensures timely communication, accurate scheduling, and excellent customer service while helping maximize technician productivity.

Outbound Communication & Scheduling

• Follow up on service recommendations, maintenance agreements, and unscheduled work.
• Conduct appointment reminders, rescheduling, and follow-up calls as needed.
• Contact customers regarding parts arrival, warranty replacements, or pending service needs.

Dispatch & Coordination

• Optimize the dispatch board for maximum efficiency and revenue
• Prioritize jobs and reschedule as needed
• Communicate all changes to the customer and the technicians
• Ensure proper job information is on each job booking. Review before the start of the day
• Keep in close communication with Customer Service Reps and provide feedback as necessary
• Daily communication with the service manager/operations manager
• Ensure accuracy of job information, location details, and customer notes
• Review invoices for accuracy and to perform any follow-ups listed
• Review Repair follow-up board daily and coordinate follow-up as necessary
• Schedule parts jobs with customers
• Maintain positive working relationships with Service Technicians

Customer Service & Communication

• Provide friendly, professional customer support when communicating with customers
• Address basic customer questions regarding services, maintenance, and scheduling
• Document all communication accurately in ServiceTitan

Administrative & Operational Support

• Assist with updating work orders, service notes, and customer files.
• Track maintenance agreement visits and ensure timely scheduling.
• Work with management and technicians to resolve scheduling conflicts or customer concerns.
• Identify opportunities for system improvement or scheduling efficiency.
• Cross-train other employees in dispatching to ensure redundancy of critical responsibilities
• Maintain 60% Gross Margin in Service Department
• Goal of $200,000/truck in Service Department

• Prior HVAC dispatching or customer service experience required
• Strong phone communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Excellent organizational and time-management abilities.
• Proficient with scheduling software, CRM systems, or HVAC management software (preferred).
• Attention to detail and strong problem-solving skills.
• Ability to remain calm and professional under pressure.

• Office-based position
• Requires extended periods of computer and phone use.
• Collaboration with technicians, office staff, and management.

• Full-time; schedule may vary based on business needs.
• Occasional overtime during peak HVAC seasons.

• Ability to sit for extended periods.
• Ability to use phone, computer, and standard office equipment.

• Typically Monday through Friday
• Occasional evenings, weekends, or overtime may be required during peak service periods

The Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.