CSR / Dispatcher

Job Description

Job Description

Customer Service Representative (CSR) / Dispatcher

Holy City Heating & Air | Charleston, SC

Job Type: Full-Time

Join Our Team!

Holy City Heating & Air is looking for a friendly, dependable, and highly organized Customer Service Representative (CSR) / Dispatcher to join our growing HVAC and plumbing team!

We are seeking someone who thrives in a fast-paced environment, enjoys helping customers, and can effectively manage multiple responsibilities while maintaining a positive attitude.

This position will primarily focus on customer service, incoming calls, and appointment scheduling, with additional responsibilities assisting with technician dispatching and daily service coordination.

Key Responsibilities

• Answer incoming customer calls professionally and provide exceptional customer service.
• Schedule HVAC and plumbing service appointments, maintenance visits, and repair calls.
• Assist with dispatching HVAC and plumbing technicians based on availability, location, and urgency.
• Communicate with technicians throughout the day regarding schedule changes, job updates, and customer needs.
• Handle customer questions, concerns, and service requests promptly and professionally.
• Make outbound calls to confirm appointments, follow up with customers, and assist with scheduling.
• Maintain accurate customer records, service histories, and appointment details.
• Coordinate with service managers and field technicians to help ensure efficient daily operations.
• Assist with rescheduling, cancellations, emergency service requests, and other daily scheduling needs.
• Identify opportunities to schedule maintenance services and support customer retention.

Qualifications

• Previous customer service experience required, preferably in HVAC, plumbing, or another home service industry.
• Experience with scheduling or dispatching field service technicians preferred.
• Service Titan experience is strongly preferred.
• Strong communication skills and a professional phone presence.
• Ability to multitask and remain organized in a busy office environment.
• Comfortable using computers, scheduling software, and multiple systems.
• Strong attention to detail and problem-solving skills.
• Dependable, punctual, and able to work well with a team.
• Ability to remain calm and professional when handling difficult customer situations.

What We're Looking For

Our ideal candidate is someone who takes ownership of customer concerns, understands the importance of accurate scheduling, and works well with both office staff and field technicians.

You don't have to know everything about HVAC and plumbing, but you should be eager to learn, comfortable handling a high volume of calls, and committed to delivering an excellent customer experience.

Why Join Holy City Heating & Air?

• Competitive compensation based on experience
• Full-time employment
• Supportive, team-oriented environment
• Opportunities for professional growth
• Opportunity to be part of a growing HVAC and plumbing company

Apply today and become part of the Holy City Heating & Air team!