Experienced Dispatcher/CSR - HVAC Scheduling - Family Owned Since 1971

First Mate Heating & Cooling

Job Description

First Mate Heating & Cooling is seeking an experienced Dispatcher / Customer Service Representative to join our growing team. This role plays a critical part in delivering an exceptional customer experience while helping our technicians operate efficiently in the field.

Our dispatch team helps ensure the right technician is assigned to the right call at the right time , while maintaining clear communication with customers and technicians throughout the day.

First Mate Heating & Cooling has been locally owned and serving the Kansas City area since 1971 , and we are committed to building a professional, high-performing team focused on service, growth, and accountability.

Key Responsibilities

Answer inbound customer calls and provide excellent customer service
Schedule service calls, maintenance visits, and installation appointments
Dispatch technicians efficiently throughout the day
Communicate with technicians regarding job status, delays, and scheduling changes
Prioritize emergency calls and same-day service opportunities
Confirm appointments and follow up with customers as needed
Monitor job progress and adjust schedules to maintain efficiency
Maintain accurate job records and customer information
Help ensure smooth communication between the office and field teams
Support daily operational goals by maximizing technician productivity

Requirements

Qualifications

Previous dispatching or CSR experience in HVAC, plumbing, or home services
Strong phone presence and customer communication skills
Excellent organizational and multitasking ability
Ability to remain calm and professional in a fast-paced environment
Detail-oriented with strong problem-solving skills
Comfortable using computers, scheduling software, and office systems
Team-oriented with a positive and professional attitude

Preferred Experience (Plus)

The following experience is a plus but not required :

Experience with ServiceTitan or similar field service management software
Familiarity with batting order dispatching
Exposure to Nexstar Network, ServiceMVP or similar training

Benefits

What We Offer

Competitive pay based on experience
Stable, year-round position with a well-established company
Professional systems and processes that support success
A supportive team environment focused on growth and accountability
Opportunities for advancement within the company

Apply

Vacancy posted 22 days ago

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