ABOUT FOX REFRIGERATION & HVAC
Fox Refrigeration & HVAC has been serving Hamilton and the surrounding area since 1938. A family-owned commercial refrigeration and HVAC company, we are proud of the deep customer relationships we have built over decades of reliable service. We are in an exciting growth phase and are looking for a Service Coordinator to join our team and grow with us.
We offer a competitive salary, a comprehensive benefits package, and a supportive team environment where your contributions will be recognized and your role will evolve as the company grows.
POSITION SUMMARY
The Dispatch & Service Coordinator is responsible for coordinating the daily scheduling and dispatch of HVAC and refrigeration service technicians to ensure efficient delivery of service, preventive maintenance, and emergency response. Serving as the central point of communication between customers, technicians, and management, this role is critical to maintaining high levels of customer satisfaction and operational efficiency.
In addition to dispatch and customer service responsibilities, the position provides administrative support by managing work orders, maintaining accurate service records, assisting with quotes and reporting, and coordinating preventive maintenance schedules. The role also performs light bookkeeping duties, including invoicing, payment processing, accounts receivable follow-up, supplier invoice matching, payroll support, and basic financial recordkeeping. The ideal candidate is organized, detail-oriented, customer-focused, and able to effectively manage multiple priorities in a fast-paced service environment while maintaining accuracy and professionalism.
KEY RESPONSIBILITIES
Dispatch & Service Coordination
- Schedule and dispatch service technicians for refrigeration and HVAC service calls, preventive maintenance, and emergency work.
- Prioritize calls based on urgency, customer type, location, and technician availability.
- Maintain real-time communication with technicians regarding job status, schedule changes, and site requirements.
- Create, manage, and close work orders in ServiceTitan, our field service management platform.
- Ensure accurate job documentation including time tracking, materials used, and job notes.
- Follow up on outstanding or incomplete service calls to ensure timely resolution.
- Coordinate scheduling of preventive maintenance agreements and ensure all visits are booked and completed on schedule.
Customer Service & Administration
- Answer incoming calls and emails; respond professionally and promptly to all customer inquiries.
- Provide scheduling confirmations, arrival time updates, and follow-up communications.
- Maintain accurate customer records, service history, and maintenance agreement documentation in ServiceTitan.
- Assist in the preparation of service quotes and proposals as directed.
- Support the management team with reporting, data entry, and administrative tasks.
- Assist with outbound communication to customers regarding service agreement renewals and upcoming maintenance visits.
Light Bookkeeping & Office Support
- Prepare and issue customer invoices upon completion of service work.
- Process customer payments and accurately record transactions.
- Assist with accounts receivable by monitoring outstanding invoices and following up on overdue accounts.
- Match supplier invoices, receipts, and purchase orders for accuracy and submit for approval.
- Maintain organized financial records and support month-end reconciliation activities.
- Assist with basic bookkeeping tasks using accounting software (e.g., QuickBooks) and coordinate with the accounting team as required.
- Support payroll administration by verifying technician timesheets and submitting hours for processing.
- Perform other general office administration and clerical duties as assigned.
QUALIFICATIONS
Required
- Minimum 2–3 years of experience in office administration, dispatch, or service coordination.
- Experience in trades, HVAC, refrigeration, plumbing, or a field service industry is a strong asset.
- Experience with ServiceTitan or similar field service management software — ServiceTitan experience is a significant advantage.
- Strong computer skills including Microsoft Office and email.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities simultaneously in a fast-paced environment.
- Strong attention to detail and commitment to accuracy.
- Professional, customer-focused demeanour.
Preferred
- Familiarity with service agreement or preventive maintenance contract administration.
- Previous dispatch experience in a trade or service environment.
- Direct experience using ServiceTitan.
WHAT WE OFFER
$44,000 – $48,000 annually - Commensurate with experience
Comprehensive benefits package - Health, dental, and vision
Stable family-owned company - Over 88 years serving the Hamilton community
Active growth phase - Your role will expand as the company grows
Close-knit team environment - Supportive and collaborative
Monday to Friday schedule -Consistent, reliable hours
REPORTING STRUCTURE - Reports directly to the Operations Manager / Co-Owner.
HOW TO APPLY
If you are organized, calm under pressure, and want to be part of a growing Hamilton company with deep roots in the community, we would love to hear from you.
Please submit your resume and a brief cover note telling us about your relevant experience to [email protected] or apply through Indeed.
Pay: $44,000.00-$48,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site parking
Experience:
- Dispatching: 1 year (required)
Work Location: In person
