Dispatcher/Office Manager

2 weeks ago

Red Deer AB TN T, Canada Seer Heating and Refrigeration Inc. Full time

Job Description: Office Manager/Dispatcher

HVAC & Refrigeration Company

Location: Red Deer

Employment Type: Full-Time

Reports To: General Manager / Owner

About Us

We are a fast-paced, customer-focused HVAC and refrigeration service company specializing in commercial and residential installation, maintenance, and emergency repairs. We pride ourselves on rapid response times, technical excellence, and exceptional client satisfaction.

Position Overview

The Office Manager/Dispatcher serves as the central hub of daily operations, managing administrative functions while coordinating field technicians to ensure seamless service delivery. This dual-role position requires strong organizational skills, quick decision-making, and a calm demeanor under pressure.

Key Responsibilities

Dispatch & Scheduling

  • Answer incoming service calls (phone, email, web forms) and prioritize emergency requests

  • Assign technicians based on skill set, location, urgency, and workload using dispatch software (Jobber)

  • Optimize daily routes to minimize travel time and fuel costs

  • Provide real-time updates to customers on technician ETA and job status

  • Handle rescheduling, cancellations, and same-day add-ons efficiently

Office Management

  • Oversee front-office operations including mail, supplies, and office equipment

  • Manage accounts receivable: generate invoices and quotes, process payments, follow up on past-due accounts

  • Maintain accurate customer records, service history, and equipment databases

  • Coordinate with vendors for parts ordering and inventory tracking

  • Prepare payroll timesheets

Customer Service

  • Serve as the primary point of contact for clients, ensuring professional and courteous communication

  • Resolve customer complaints promptly and escalate when necessary

  • Follow up post-service to confirm satisfaction and request reviews

Team Support

  • Onboard new technicians (uniforms, paperwork, system access)

  • Organize safety meetings, training sessions, and certification tracking

  • Assist with permit applications and compliance documentation

Qualifications

Required

  • 3+ years experience in office management and dispatch/coordination (HVAC industry preferred)

  • Proficiency with dispatch software and Sage 50

  • Excellent phone etiquette and multitasking ability in high-call-volume environments

  • Strong geographical knowledge of central Alberta for efficient routing

  • Valid driver's license and clean background check

Preferred

  • Familiarity with HVAC equipment, terminology, and warranty processes

Skills & Attributes

  • Calm under pressure – able to prioritize emergencies while maintaining accuracy

  • Tech-savvy – quick learner of new software and mobile apps

  • Detail-oriented – catches billing errors and scheduling conflicts before they impact service

  • Professional – represents the company brand in every interaction

Schedule & Compensation

  • Monday–Friday 8:00 AM – 5:00 PM

Job Type: Full-time

Pay: From $25.00 per hour

Expected hours: 40 per week

Work Location: In person

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