Customer Service Rep (CSR)

HVAC & Plumbing Service Dispatcher

The HVAC & Plumbing Service Dispatcher is responsible for coordinating and maintaining the daily schedules of service technicians to ensure timely and efficient delivery of service. This includes monitoring ongoing service calls and dispatching technicians as jobs are completed. The dispatcher ensures that all customer information and service history are accurately updated in the customer database.

Duties & Responsibilities

• Maintain and manage the daily schedules of HVAC and plumbing service technicians.
• Dispatch technicians to service calls based on skill set and availability
• Adjust and reassign schedules in real time as jobs are completed or new calls come in.
• Serve as the primary point of contact for customers regarding scheduling and service updates.
• Keep customers informed of technician arrival times, delays, and expected lead times.
• Provide clear, courteous, and professional communication by phone, text, and email.
• Maintain accurate customer information, service history, and contact details in the company database.
• Collaborate with the Service Manager to prioritize calls and manage workload.
• Monitor technician progress throughout the day and record job status updates.
• Assist with after?hours emergency call routing as needed.
• Work with the Warehouse manager to update customer on parts arrival and scheduling

Communication; Dependability/Productivity; Organization Skills; Quality; Results Orientation; Interpersonal Skills; Computer Skills; Initiative; Problem Solving; Results Driven; Sense of Urgency; Self Development