Job description:
Overview
The Dispatcher is a critical operational role at Westisle Heating & Cooling. This blended dispatch and customer service role is responsible for managing inbound customer communication, scheduling and coordinating field technicians, creating accurate work orders, coordinating residential installations from estimate through completion, and ensuring smooth day-to-day service operations. The Dispatcher is the operational hub between customers, technicians, and the Service Administration Manager - and plays a direct role in the quality of every service experience Westisle delivers.
About Us
Westisle Heating & Cooling is the leading heating, cooling, and refrigeration contractor serving Duncan, the Cowichan Valley, and mid-Vancouver Island. Our services span residential and commercial service and repairs, preventative maintenance, and heat pump, gas, and refrigeration installations. We're a growing team of 13+ field technicians backed by a tight-knit office staff, and we pride ourselves on fast, professional service and long-standing customer relationships.
Key Responsibilities
Dispatch & Schedule Management
- Manage the daily and weekly technician schedule across commercial and residential service & install work
- Assign and dispatch technicians based on job priority, location, skill set, and Service Manager direction
- Maintain accurate scheduling in Service Fusion - no double-bookings, correct time allocations, and complete job details on every work order
- Conduct a 1-2 week scheduling lookahead to identify capacity gaps or conflicts before they become problems
- Constantly manage and review service queue; ensure work orders are accurately set up, labeled, and organized
- Coordinate with the Service Administration Manager on scheduling priorities, urgent jobs, and capacity constraints
Customer Service & Communication
- Answer all inbound calls promptly (target: within 3 rings) and handle customer inquiries professionally; call scripts to be followed accurately
- Qualify the nature of each customer request - service, maintenance, warranty, or installation inquiry - and route accordingly
- Communicate appointment windows and ETAs accurately; set clear expectations and follow up when timelines change
- Represent Westisle's brand professionally in every customer interaction - phone, email, and in-person
- Identify and escalate at-risk customer situations (repeated reschedules, complaints, urgent needs) to the Service Administration Manager
- In conjunction with monthly email & post-card management, conduct outbound calls to our residential customer list on a monthly basis to schedule residential maintenance visits
Work Order Creation & Data Integrity
- Create complete, accurate work orders in Service Fusion for every inbound service or maintenance request
- Capture all required information: customer and site details, problem description, urgency, job type, billing method, access requirements, and equipment notes
- Assign correct job type, priority, and source on every work order
- Maintain up-to-date customer account and contact information in Service Fusion
- Review and clear open or incomplete work orders on a daily basis
Residential Install Coordination
- Answer all incoming residential install inquiries, retrieve relevant equipment and site information, and schedule the initial estimate based on the sales representative's schedule
- Coordinate scheduling of sold installations - book install dates with customers, assign install crews, and manage the install calendar
- Coordinate sub-trades (electrical, gas, and other trades) to align with install timelines
- Coordinate equipment ordering, delivery timing, and site readiness with suppliers and the install team
- Communicate proactively with customers throughout the install process - from estimate booking through completed installation
Warranty Submission
- Submit equipment warranty submissions for newly installed equipment on a weekly basis following Westisle's established warranty submission process
- Coordinate with technicians and the Service Administration Manager to gather required documentation for warranty submissions
Experience & Requirements
- Experience in a dispatch, customer service, or administrative coordination role (HVAC, trades, or field service background is an asset)
- Excellent interpersonal and communication skills - phone-confident, professional, and clear
- Organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment
- Proficient in Microsoft Office (Outlook, Word, Excel)
- Experience with field service management software (Service Fusion, ServiceTitan, or similar) is a strong asset
- High School Diploma or equivalent required
- Must be legally authorized to work in Canada
- Clear criminal background check required prior to start
Position Details
- Reports To: Service Administration Manager
- Location: Westisle Heating & Cooling - Duncan, BC (in-person)
- Employment Type: Full-Time, Permanent
- Start Date: As soon as possible
Pay: $22.00-$27.00 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
Application question(s):
- Do you have any concerns with 7:30am - 4:30pm work hours (1-hour lunch)?
- Are you comfortable with in-person work at our Duncan location 5 days a week?
Work Location: In person
