Customer Service Dispatcher & Customer Care - HVAC

Job Description

Job Description

Customer Service Dispatcher & Customer Care - HVAC/R Commercial

Reed Restaurant Repair

9044 Marshall Ct, Westminster, CO 80031

Full-Time | $22.00 - $26.00 per hour | 100% In-Office

Why Join Reed Restaurant Repair?

When a commercial kitchen goes down during the lunch rush, we are the lifeline. Reed Restaurant Repair is a premier commercial facility service provider keeping restaurants, commercial kitchens, hospitals, and hospitality venues running across Colorado. We specialize in hot-side cooking equipment, commercial refrigeration, HVAC, and ice machines.

This is a high-speed, customer-service-centered role where multi-tasking is absolute king. When restaurant operators call with an equipment emergency, they need a calm, pleasant, and fast-moving voice on the line. We answer every call, manage an active email inbox in real time, dispatch incoming calls immediately, and keep a packed technician schedule clean and organized all at once. If you love staying busy, thrive in fast-paced logistics, and know Colorado geography like the back of your hand, you will excel here.

A Day in the Life

A Day in the Life

• Morning Arrival & Triage: You arrive at the office, log in, and immediately sweep all emails and team chats for service requests that came in overnight. You review the dispatch board to verify that day's routes are still locked in and route emergency technicians to urgent morning calls right out of the gate.
• Immediate Call Handling: You answer every inbound customer call with a warm, pleasant, and reassuring tone. You collect job details, calm anxious restaurant managers, and log accurate work orders on the fly.
• Active Routing & Multi-Tasking: While keeping up with incoming calls, you monitor the service inbox and chats, dispatching new service calls the moment they land. You use your Front Range geographic knowledge (from Fort Collins down to Colorado Springs) to keep drive times down and technician wrench time high.
• Technician & Time Tracking: You monitor your technicians' progress live throughout the day, logging accurate time tracking on service calls, adjusting arrival windows, and proactively updating customers with accurate ETAs.
• Parts Processing & Return Trips: As parts deliveries arrive, you immediately process the incoming components and get the return visits scheduled back on the board to close out pending equipment repairs.
• Next-Day Prep & Wrap-Up: Before the day ends, you confirm all technician calls and appointments for the following day with customers, double-check that every message and email has been answered, and leave the dispatch board clean and set for tomorrow morning.

What We Are Looking For

• High-Level Multi-Tasking: You can seamlessly answer calls, type accurate notes, process inbound emails, and update dispatch boards at the same time without missing details or getting flustered.
• Customer Service First: A true people person who brings a bright, pleasant phone presence to every single call, turning stressful customer situations into positive experiences.
• Deep Colorado Front Range Knowledge: You know Colorado geography intimately--from Fort Collins through Denver and down to Colorado Springs--so you can route technicians efficiently based on where they live, work, and travel.
• Dispatch or Service Coordination Background: 1 to 2+ years of dispatching, call coordination, or high-volume service desk experience. Commercial trade background (HVAC, refrigeration, restaurant equipment, plumbing, or electrical) is strongly preferred.
• Tech & Multi-Screen Mastery: Comfortable working across multiple monitors simultaneously using Google Workspace (Gmail, Calendar, Sheets) and Field Service Management (FSM) or dispatch CRM software.
• Schedule Flexibility: Ability to work a standard Monday through Friday schedule, with the future availability to transition into a 4/10 schedule that includes one weekend day (Sunday through Wednesday OR Wednesday through Saturday) once the dispatch department is fully hired and trained.
• Rock-Solid Reliability: Dependable attendance, strong work ethic, and sharp attention to detail.

What We Offer

• Pay Rate: $22.00 - $26.00 per hour, based on experience
• Full Medical, Dental, and Vision Insurance
• 100% Company-Paid Life Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) and Paid Holidays
• Paid Birthday Off
• Annual Company-Paid Team Trip
• Stable, year-round commercial employment with zero seasonal slowdowns
• Schedule Structure: Starts on a full-time Monday through Friday schedule. Once the department is fully staffed and cross-trained, schedules will transition into a 4/10 shift (four 10-hour days with 3 consecutive days off), working either Sunday through Wednesday OR Wednesday through Saturday.