Dispatcher/Customer Service Representative (CSR)

Job Description

Job Description

Dispatcher / Customer Service Representative (CSR)

Prime Comfort – Wyoming, MI | Full-Time | On-Site | $17–$23/hour

About the Role

You'll be the first voice our customers hear and the person who keeps our technicians moving all day. In this combined role, you'll answer calls, schedule service, assign technicians to the right jobs, and keep customers updated from the first call until the job is finished. If you're organized, stay calm when things get busy, and like solving problems quickly, we'd like to talk with you.

What You'll Do – Customer Service

• Handle a high volume of inbound and outbound calls: service requests, scheduling, questions, and follow-ups.

• Make every caller feel heard and taken care of. Be friendly, professional, and accurate.

• Resolve customer concerns with patience and empathy, and escalate when needed.

• Explain our maintenance agreement program and sign customers up.

• Keep customer records and appointments up to date in our software.

What You'll Do – Dispatch

• Match the right technician to the right job based on skills, location, and priority.

• Watch the schedule and job progress throughout the day, and adjust as emergencies, delays, and add-on calls come in.

• Keep communication clear between technicians, customers, and management.

• Give customers updated arrival times and progress reports.

• Record the outcome of each call and prepare daily summaries for management.

What You'll Do – Light Admin

• Pull permits for installed equipment.

• Process and submit rebates.

• Handle other administrative duties as assigned by management.

What We're Looking For

• At least 1 year of customer service experience, ideally in a call center or service business. Scheduling or dispatch experience is a strong plus, especially in home services or the trades.

• Excellent phone and communication skills.

• Ability to multitask and make quick decisions in a fast-paced environment.

• Comfort with computers and willingness to learn new systems. Typing speed of at least 35 words per minute.

• Ability to work independently. Reliable, flexible, and positive.

• High school diploma or equivalent.

• Being bilingual is a plus.

• Must pass a background check.

What We Offer

• Competitive hourly pay

• Paid on-the-job training

• Medical, dental, and vision insurance, with the company paying 75%

• 401(k) with a company match: 3.5% when you contribute 6%

• 6 paid holidays plus paid time off (PTO)

• Stable, year-round work with a growing local company

• A friendly, team-focused workplace with room to grow

Schedule

Monday–Friday, 8:00 a.m.–5:00 p.m., with occasional extra hours during peak heating and cooling seasons.

Physical Requirements

Most of the day is spent seated at a computer and on the phone using a headset. You may occasionally lift office materials up to 20 pounds.

How to Apply

Apply through ZipRecruiter. We look forward to hearing from you!

Prime Comfort is an equal opportunity employer.

\nCompany Description

Prime Comfort Heating and Cooling is a locally-owned residential HVAC company serving the greater Grand Rapids area. We're built on doing things right — high-quality installations, premium work, timely repairs, honest communication, and long-term relationships with our customers.

Company Description

Prime Comfort Heating and Cooling is a locally-owned residential HVAC company serving the greater Grand Rapids area. We're built on doing things right — high-quality installations, premium work, timely repairs, honest communication, and long-term relationships with our customers.