Customer Service Representative/Dispatcher

HVAC Dispatcher / Customer Service Representative (CSR)

Modern Heating and Air Conditioning is looking for a top-tier, professional, meticulous HVAC Dispatcher / Customer Service Representative (CSR) to join our team in Milford, CT!

Our homegrown business started 15 years ago with one man and one truck. Today, under the leadership of Matt Sando, we are a thriving team of over 20 team members. Rather than just filling seats, we are intentionally seeking individuals who will be the perfect culture fit for our company - people who embody teamwork, humility, punctuality, and a passion for a job well done. If this sounds like you, please read on.

We don't impulse hire - we wait for the right fit. If you are a dedicated communicator looking for a truly AWESOME boss, market-leading pay, and a company where your work and personality are truly valued, this is the opportunity for you!

What's in It for You

• Top-of-the-Market Pay: $18.00 - $26.00 / hour (commensurate with experience).
• Consistent Schedule: Full-time, Monday through Friday, 9:00 AM - 5:00 PM.
• Benefits & Perks:

• Health coverage including medical, dental, and vision insurance.
• 401(k) retirement plan featuring profit sharing.
• Ongoing training and professional development in customer service and industry areas.
• Opportunities for internal growth and career advancement.
• Supportive, friendly, family-like team environment.

Key Responsibilities

• Answer incoming calls and handle customer inquiries in a friendly, professional manner.
• Schedule and dispatch HVAC technicians to jobs efficiently across our service area.
• Maintain constant communication with technicians and customers to ensure timely service delivery.
• Accurately input and update job data, notes, and schedules in our CRM system.
• Address customer concerns or complaints with empathy and strong problem-solving skills.
• Assist with administrative tasks, including invoicing, parts tracking, and accounts receivable (AR) follow-up calls.
• Support a positive team environment and contribute to overall company growth and success.

Ideal Candidate / Requirements

• Experience: 2-3 years of customer service and dispatching experience required (HVAC or home services industry experience is a strong plus).
• Education: High school diploma or equivalent required; additional education or HVAC knowledge is a plus.
• Tech Skills: Familiarity with industry scheduling and CRM software (e.g., ServiceTitan, Housecall Pro, FieldEdge) is a plus.
• Skills: Excellent verbal and written communication skills along with strong multitasking and time management abilities.
• Mindset: Dependable, punctual, calm under pressure, and customer-focused with a solutions-oriented mindset.
• Professionalism: Maintains a polished phone presence, represents the brand with pride, and acts as a collaborative team player.

Modern Heating and Air Conditioning is an equal opportunity employer. We encourage all applicants to Google us and check out our reviews! We look forward to talking with you!