Dispatcher (DSR) / HVAC Sales DSR / (US Market | Home Improvement /US-based HVAC experience preferred)

Dispatcher (DSR) — Home Services / HVAC Home Alliance Management Company Remote | US Time Zones (PST) Home Alliance Management Company is a fast-growing home services group delivering fast, professional, and guaranteed service across multiple business units. Our success is built on operational discipline, strong technician performance, and exceptional customer experience. We are currently seeking a Dispatcher (DSR) with proven experience in HVAC or related home services to manage daily operations, technician scheduling, customer coordination, and performance tracking. This role is mission-critical and directly impacts revenue, customer satisfaction, and technician productivity. Position Goal: To successfully dispatch, operate, and support the growth of the business unit by executing company strategy, maintaining operational excellence, and ensuring seamless coordination between technicians, customers, and internal teams. What You Will Do: Dispatch & Operations Provide same-day availability to secure bookings Assign and manage jobs across technician schedules Handle appointment cancellations and rescheduling via outbound calls Dispatch morning messages and monitor technician activity Track cancellations, SAL, and lost jobs; investigate root causes Maintain operational rules, updates, and scheduling accuracy in the system Technician Support Support technicians with job status updates, parts ETA, and rescheduling Close out past-due jobs and update current job statuses Coordinate part installations and redo scheduling when required Collect sales, payment, and invoice data from technicians Manage technician days off and availability in scheduling systems Customer Support Prepare and send COIs, breakdowns, and invoices Follow up with technicians on customer requests Handle pre-escalations and problematic customer cases Confirm and collect payment information (primary collections duty) Supervisory & Reporting Responsibilities Update daily operational statistics and dashboards Manage technician schedules and workload distribution Review invoices with technicians before payment Approve refunds in coordination with technicians and customers Identify and correct call-center booking errors Prepare data for weekly meetings with Account Managers Report escalations and operational risks What We're Looking For: US-based HVAC experience preferred HVAC or home services dispatch experience is required Experience managing or dispatching multiple technicians simultaneously Strong understanding of pricing, estimates, job workflows, and CRM systems Ability to build final estimates based on technician notes Proven ability to prioritize under pressure and react quickly to changes Strong logical thinking, attention to detail, and accountability Comfortable handling customer calls, payments, and escalations Experience working as a phone representative Experience with permits is a strong plus Results-driven mindset with a strong bias toward execution This Role Is a Strong Fit If You: Thrive in fast-paced, high-responsibility environments Can juggle scheduling, customer communication, and admin work simultaneously Think in systems, dashboards, and metrics Protect company interests while maintaining strong customer relationships Believe in ownership, follow-through, and execution Why Join Home Alliance? Direct impact on operational performance and revenue Clear structure, priorities, and accountability Opportunity to grow within a multi-brand home services group Work with experienced technicians and leadership Performance-driven culture with high standards If you have hands-on dispatch experience in HVAC or home services, understand how to manage technicians and customers under pressure, and are ready to take full ownership of operations — we want to hear from you. Apply now and join a team where execution matters