Dispatcher/Customer Service Coordinator

For more than 30 years, Horizon Services has been a trusted leader in plumbing, heating, and air conditioning services. Our reputation is built on exceptional customer service, technical expertise, and a commitment to our employees.

At Horizon, we believe our people are the key to our success. That's why we've created a people-first culture where employees are supported, recognized, and given opportunities to grow professionally, personally, and financially. We believe that happy employees create happy customers.

As our company continues to grow, we are seeking a highly motivated Dispatcher / Customer Service Coordinator to join our team at our Havre de Grace, MD location.

As a Dispatcher / Customer Service Coordinator, you will play a critical role in delivering an exceptional customer experience and supporting our field technicians. This position serves as the communication hub between customers, technicians, and operations teams to ensure appointments are scheduled efficiently and customers receive timely service.

The ideal candidate is organized, customer-focused, adaptable, and able to thrive in a fast-paced environment.

• →Schedule and dispatch HVAC and Plumbing Service Technicians efficiently
• →Manage technician schedules and optimize service routes
• →Answer incoming calls from existing customers and provide exceptional customer support
• →Accurately enter and maintain service ticket information
• →Create dispatch numbers for parts orders and service work
• →Track and follow up on parts orders to ensure timely completion
• →Schedule installation and repair appointments for ordered parts
• →Communicate effectively with customers, technicians, and internal departments
• →Resolve scheduling challenges and think proactively to keep operations running smoothly
• →Deliver a professional and positive customer experience on every interaction

• Ongoing training and support
• Opportunities for advancement within a growing organization
• Collaborative and team-oriented culture
• Positive work environment where contributions are recognized and valued

• Minimum 2 years of office or customer service experience
• Dispatching experience preferred
• Excellent communication and interpersonal skills
• Strong customer service mindset with a positive attitude
• Ability to remain calm and efficient in a fast-paced environment
• Strong organizational and multitasking abilities
• Ability to think critically and solve problems on the fly
• Strong scheduling and planning skills
• Team-oriented attitude and willingness to support others
• Professional appearance and demeanor
• Proficiency with Microsoft Office applications
• Ability to quickly learn dispatching, scheduling, and customer management software

If you're looking for a rewarding opportunity with a company that values teamwork, customer service, and employee growth, we'd love to hear from you.