Dispatcher

About the role

Bears Home Solutions is a third-generation family-owned residential heating, cooling, and plumbing company serving homeowners across Grand Forks, Fargo, and Moorhead. Our dispatcher keeps the day moving: getting the right technician to the right home at the right time and keeping customers in the loop the whole way.

This is a dedicated, full-time dispatch position based in our Fargo office, covering both our Fargo/Moorhead and Grand Forks teams, reporting to the Customer Service Manager. You'll work closely with our customer service reps, HVAC and plumbing service managers, and a field team of HVAC Service Technicians and Plumbers. If you like solving a puzzle that changes every hour, stay calm when the phones light up on the first cold snap, and care about doing right by customers, this job is for you.

What you'll do

Run the daily board

• Assign and route HVAC and plumbing service calls, maintenance visits, and installs in ServiceTitan based on technician skill, location, and job priority.
• Watch the board all day and adjust in real time when jobs run long, parts are delayed, or emergencies come in.
• Balance workload across the Grand Forks and Fargo/Moorhead teams so techs stay productive and drive time stays low.
• Prioritize no-heat, no-cool, and active leak calls, and know when to bump routine work to make room.

Keep customers informed

• Confirm appointments, send arrival windows, and call customers when a tech is running early or late.
• Handle reschedules and cancellations, and fill open slots from the waitlist or unsold maintenance visits.
• Step in on calls when a customer is frustrated, and escalate to a manager when needed.

Support the field team

• Be the main point of contact for techs during the day: job details, customer history, equipment info, and parts questions.
• Make sure every job has accurate notes, the right job type, and complete customer information before the tech arrives.
• Coordinate with the warehouse and service managers on parts, equipment, and follow-up visits.

Close the loop

• Check that jobs are completed and closed out correctly in ServiceTitan, including invoices, forms, and attached photos.
• Book follow-ups, warranty or recall visits, and Bear Care membership tune-ups.
• Pass sales opportunities from service calls to the comfort advisors.
• Help cover the on-call rotation and after-hours dispatch as scheduled.

Pay: $20.00 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person