HVAC CSR / Dispatcher

Position: CSR/Dispatcher
Location: Davenport, IA
Company: R3 Heating & Air (A Division of R3 Roofing & Exteriors)
Schedule: Full-Time | Monday–Friday | In-Office

About Us:

R3 Heating & Air is the mechanical division of R3 Roofing & Exteriors—a family-owned company grounded in Loyalty, Accountability, and Community. We've built a strong reputation in roofing, exteriors, solar, and HVAC, and we're looking for a dependable team player to help us deliver responsive, top-tier service to our customers.

Position Summary:

We are seeking a detail-oriented and customer-focused CSR/Dispatcher to coordinate service calls, installations, and maintenance appointments for our HVAC technicians. This role is essential in ensuring that customer needs are met quickly and efficiently while maintaining smooth field operations. The ideal candidate is organized, communicates clearly, and thrives in a fast-paced environment.

Key Responsibilities:

• Customer Communication:
  Be the first point of contact for all inbound calls, texts, and web inquiries. Confirm appointments, communicate technician ETAs, and handle reschedules or delays professionally.
• Customer Satisfaction:
  Follow up after service visits to ensure customers are satisfied. Address complaints or concerns to support customer retention and positive reviews.
• Service Request Management:
  Prioritize incoming service requests based on urgency, technician availability, and location to ensure prompt response and minimal downtime.
• Scheduling Coordination:
  Work closely with service and project managers to schedule installations, maintenance, and service calls efficiently.
• Technician Coordination:
  Assign jobs based on skill level, geography, and job complexity. Communicate job updates and ensure techs have what they need to complete jobs successfully.
• Job Tracking:
  Monitor real-time job progress, technician location, and schedule changes. Keep CRM and customers up to date.
• Recordkeeping:
  Maintain accurate service records and job details in the system, including appointments, updates, and notes.
• Emergency Dispatching:
  Assign on-call technicians for urgent jobs and dispatch emergency service calls quickly and accurately.
• System Updates & Admin Tasks:
  Use dispatching software to manage daily schedules and assignments. Assist with admin duties like ordering equipment, pulling permits, and completing invoices.
• Reporting & Process Support:
  Provide reporting and assist management in improving dispatch and call center efficiency.

Key Performance Indicators (KPIs):

• Book at least 85% of inbound leads
• Maintain a missed call rate under 7%

What We're Looking For:

• Prior dispatching, scheduling, or call center experience (HVAC or trades industry preferred)
• Excellent communication, multitasking, and time-management skills
• Strong attention to detail and customer-first attitude
• Familiarity with CRM or dispatching software
• Ability to remain calm and efficient under pressure

Compensation & Benefits:

• Pay: Competitive, dependent on experience
• Health Insurance: Offered after 90 days of employment
• Paid Time Off & Vacation: Available after 90 days of employment
• Career Growth: Opportunities for advancement as the company continues to grow