What are the responsibilities and job description for the Service Dispatcher position at John W. Danforth Co.?

Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We are an employee-owned company and believe our greatest asset is our people.

We are looking for team members who are passionate about delivering industry-leading experiences to our customers and supplying turn-key solutions for any HVAC, refrigeration, critical environment, custom metal fabrication, energy performance, or specialty mechanical project.

Are you someone who excels at organization and resourceful prioritization? Do you enjoy building relationships and supporting customers? If so, we invite you to join our team as a Service Dispatcher. This role is centered around three primary areas : administrative and operational support , including scheduling, documentation, and customer communication; inventory and parts management , ensuring timely and accurate procurement, tracking, and parts processing; and service coordination , assisting field technicians and acting as a dispatch backup to ensure smooth service operations.

What We Offer :

Danforth invests in you and your future with directed employee engagement, team support, career development, and mentoring.
We are a professional organization offering quality benefits including :

Medical, dental, disability, and life insurance

401(k) and ESOP with generous profit-sharing / matching contributions

Competitive PTO, holidays, and other financial incentives

What We Ask of You :

Provide customers with accurate information and deliver prompt, courteous service to ensure satisfaction.

Oversee order tracking, price quotations, T&M processing, payroll inputs, service report audits, and maintain filing systems.

Collaborate with the HVAC Service Manager and provide field technicians with essential paperwork, training resources, certifications, uniforms, and additional assistance as needed.

Facilitate customer interactions by helping with paperwork, forms, follow-ups, letters, and additional support as needed.

Coordinate and schedule contractual maintenance appointments with customers and keep an organized and accurate schedule.

Dispatch field technicians and drivers as needed during busy season or for PTO coverage.

Service-related inventory and parts management

Execute various administrative tasks as required to support the team's operations.

Experience & Competencies :

Educational background : No specific formal education requirements exist for this role, but relevant experience is highly valued.

2-3 years of office experience in a professional setting; previous dispatch experience is a plus!

Proficient in Microsoft Outlook, Excel, and Word, with a strong ability to leverage these tools effectively.

Demonstrate outstanding phone etiquette that enhances customer interactions.

Foster a positive attitude and work environment, collaborating effectively with team members to achieve common goals.

Exhibit strong organizational abilities, excellent verbal and written communication skills, and the ability to prioritize tasks efficiently.

Possess integrity, enthusiasm, and a commitment to representing the company in a highly professional and positive manner.

Danforth offers a competitive benefits package for eligible employees, including medical, dental, vision, life, disability, paid time off, 401(k), with company match, and participation in our Employee Stock Ownership Plan (ESOP). The estimated compensation range for this role is $45,000-$55,000. This range is based on several factors, including individual education, qualifications, training, prior work experience, and work location.

John W. Danforth Company is an equal opportunity employer and is committed to a workplace free from discrimination. All employees and applicants for employment will be considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary : $45,000 - $55,000

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