Dispatchers. They are one of the first responders for our organization. When an HVAC-R service call is received, they’re there to triage, schedule and dispatch all customer requests to field operations for service. From routine maintenance calls to emergencies and parts and labor follow up, these trained professionals keep the wheels of our service business in motion.  

So, what is it like working on the frontlines for CoolSys companies? We talked to a few of our hard-working dispatchers from across the country to get a firsthand account.  

“I come in early so I can get the techs on the road by 7 a.m. I look at the board, see if there is anything pressing, see who is open to run calls and flip schedules as needed,” explains Leslie Plaster, Source dispatcher in Jacksonville, Florida. “I stay busy — busy all day. It’s a hectic job, but it is so rewarding to work with a great group of people. My techs are the best and we accomplish a multitude every day.”

Dispatchers need a strong rapport with the service managers and field technicians to ensure efficient communication and strategically assign field resources. Their jobs are interdependent and collaborative.  “I tell my techs daily how thankful I am for them. If I didn’t have them, it wouldn’t run as smoothly. You couldn’t have one without the other,” says Leslie.

Jessica Adams, CRM dispatcher in the busy Wisconsin office finds, relief from the stress of the job by keeping a positive attitude and being light-hearted. “It can be stressful especially for the techs, so I try to brighten up their days. If I can make them laugh, I know I’ve done some good,” she comments.

For Claudia Vega who started as a weekend dispatcher for Source in Phoenix in 2015 and has been working in the Fullerton office since 2017, she likes the varied nature of her job. “Dispatching is a big world. There are service calls, construction, preventative maintenance and ride-alongs. Every day is different. It’s never the same. It’s like playing poker, you never know what hand you’re going to be dealt,” Claudia explains.

Volume and types of calls vary by day. “Mondays are the busiest and after a holiday. There’s never a lot of downtime, and sometimes the phones are ringing off the hook. Coming from the hospitality industry, I thought I might be bored with an office job, but I’m not. The day flies by and there is always something to do,” says Mandy Scamardo, dispatcher for CRM in Wisconsin. 

Our dispatchers play a vital role at all our CoolSys companies. They gather essential information on each service request, prioritize incoming and backlog calls, and dispatch the right field technicians to the scene. They follow up on parts and labor orders and track work orders through completion. “Sometimes you’re being pulled in multiple directions. I’ll have a customer on the phone, a salesperson waiting next to me, a tech texting, and all the while emails are pouring in,” adds Jessica. “Everybody wants something, and you have to figure out what’s most important.”

For all the dispatchers, there is a satisfaction that comes with a job well done. “The most rewarding thing is closing out a work order. The whole team has come together and it’s like, ‘Yes! we made another customer happy,’” exclaims Claudia.

To be a good dispatcher, you need compassion, good judgment, empathy, self-confidence, excellent communication skills, and you must be a master multitasker. “You really need to be detail oriented and good at time management, but you also have to be ready to fly by the seat of your pants sometimes,” Leslie laughs.

Dispatchers also need to take control of situations that may be chaotic or stressful, stay calm, and find order and solutions. “It takes a unique person to be a dispatcher. It’s not for everyone, but I just love it!” adds Claudia.

Dispatchers are the unsung heroes of CoolSys and we are proud to have such a talented team of dispatchers working for CoolSys companies. A special thank you to Jessica Adams, Leslie Plaster, Mandy Scamardo and Claudia Vega for taking time away from their busy days to be interviewed for this article. We sincerely appreciate you, and all that our dispatchers do every day!