Customer Service Representative/Dispatcher

Overview

COME WORK WITH THE BEST!
Join our fun and dynamic team as an HVAC Customer Service Representative/Dispatcher, where you'll be the vital link in coordinating our field Service Technicians and delivering exceptional service to our clients. This energetic role combines communication, logistics, and problem-solving skills to ensure smooth scheduling and efficient dispatching. You'll play a key part in managing customer requests, and providing timely support to our technicians and customers alike. If you thrive in a fast-paced environment and are passionate about logistics and customer satisfaction, this is the perfect opportunity to energize your career!

Responsibilities

• Objective: Serve as the primary point of contact for incoming/outgoing customer inquiries via multi-line phone systems, ensuring professional phone etiquette and clear communication.
• Schedule Management: Route and dispatch HVAC technicians to service calls, maintenance/service agreement appointments, and installations based on priority, technician skill level, and location.
• Customer Communication: Answer inbound calls, address client inquiries, troubleshoot minor issues over the phone, and update customers on technician arrival times.
• Work Order Processing: Create, update, and close out work orders, invoices, and service agreements using specialized HVAC dispatch software (Service Titan).
• Technician Support: Act as the liaison between field technicians and management, relaying necessary information, parts availability, and schedule changes.
• Quality Assurance: Track customer follow-up needs, order parts, and communicate with customers after service to ensure satisfaction and resolve any outstanding concerns.

Qualifications:

• Experience: 1–3 years of experience in dispatching, customer service, or a related administrative role, preferably within the trades or field services.
• Technical Aptitude: Familiarity with HVAC terminology, parts, and equipment and Service Titan software experience is a highly desired.
• Computer Skills: Proficiency with dispatch software, multi-line phone systems, and standard office applications.
• Soft Skills: Exceptional problem-solving abilities, high stress tolerance, and clear verbal communication for fast-paced environments.
• Focus: Maximize scheduling while prioritzing efficiency. Ideally schedule 15 minute or less drive time between calls.
• Attitude: Positive attitude is a must. Strong ability to be proactive in an autonomous position while being able to take direction and collaborate with team members. Customer Service Excellence is also a key requirement of this role.
• Growth: Our company is growing and we want someone who wants to grow with us! Endless opportunities are available for the right person with a growth-mindset.

To apply: Please send your cover letter and resume to View email address on jobs.institutedata.com

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person