Customer Service Representative/Dispatcher

Customer Service Representative / Dispatcher

Blue Ridge Heating & Air is seeking an experienced, friendly, and highly organized Customer Service Representative / Dispatcher to join our Greenville team. This position plays a key role in keeping our service department running smoothly. You will be one of the first points of contact for our customers while also coordinating the daily schedules of our service technicians. The ideal candidate is comfortable working in a fast-paced environment, communicates professionally with both customers and technicians, and has previous experience using ServiceTitan.

If you're someone who can keep a busy schedule organized, provide excellent customer service, and stay calm when priorities change throughout the day, we'd love to hear from you.

Responsibilities:

• Answer incoming customer calls and respond to emails and online inquiries in a friendly, professional, and timely manner
• Schedule maintenance, diagnostic, and service appointments using ServiceTitan
• Manage and coordinate technicians' daily service schedules
• Dispatch technicians based on location, availability, job priority, and customer needs
• Communicate schedule changes, delays, and updates with customers and technicians
• Maintain accurate customer, job, and appointment information in ServiceTitan
• Assist customers with scheduling, billing questions, service inquiries, and general account needs
• Handle customer concerns and complaints professionally and work toward appropriate resolutions
• Register customer equipment and warranties with manufacturers
• Assist with warranty claims, permits, and other administrative tasks
• Follow up with customers as needed regarding appointments and service
• Assist with general office and administrative needs
• Perform other duties as assigned

Qualifications:

• Previous ServiceTitan experience is required
• Minimum of 1 year of customer service experience
• Dispatching or scheduling experience strongly preferred
• HVAC, plumbing, electrical, or other home-service industry experience preferred
• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Ability to manage multiple technicians, appointments, phone calls, and priorities simultaneously
• Comfortable working in a fast-paced environment where schedules and priorities can change throughout the day
• Strong organizational skills and attention to detail
• Proficiency with Microsoft Office and/or Google Workspace
• Comfortable learning and working with computer-based scheduling and customer management systems
• Dependable, self-motivated, and able to take initiative
• Team-oriented with a positive and professional attitude

Perks:

• Professional development opportunities
• Positive and supportive work environment
• 401k Plan with employer match
• Accident Insurance
• Group access to life, short term disability, dental, vision
• Paid Time Off
• Paid Holidays