Customer Service Rep

Job Description

Job Description

K&K Heating & Cooling is a trusted residential HVAC service, repair, and installation company serving Northeast Ohio. We take pride in quality workmanship, honest service, and treating our customers like family. As our team grows, we're looking for an organized, customer-focused Dispatcher to keep our daily operations running smoothly and our technicians moving.  

The Dispatcher is the heartbeat of our service department - the central link between our customers and our field technicians. In this role, you'll manage incoming service calls, schedule and route technicians efficiently, and make sure every customer receives prompt, professional service. This is a fast-paced position ideal for someone who thrives on organization, clear communication, and keeping the day on track.

Key Responsibilities

• Answer incoming customer calls and schedule service, maintenance, and installation appointments

• Dispatch and route technicians efficiently based on location, skill set, and job priority

• Monitor technician progress throughout the day and adjust the board as needed

• Proactively communicate arrival windows, delays, and updates to customers

• Maintain accurate customer records, job notes, and scheduling data in our software system

• Triage and prioritize emergency and same-day calls, especially no-heat and no-cool situations

• Follow up with customers on outstanding estimates, recommended repairs, and maintenance agreement renewals

• Support the service manager with daily operational tasks and reporting

• Keep a positive, solutions-oriented attitude under pressure Qualifications

• Strong phone presence with excellent communication and customer service skills

• Sharp organizational and multitasking abilities

• Comfortable working in a fast-paced, deadline-driven environment

• Proficient with computers and scheduling/dispatch software

• ServiceTitan experience is a strong plus

• HVAC industry background or knowledge is a plus

• Dependable, punctual, and team-oriented

What We Offer

• Competitive pay based on experience

• Full-time, stable schedule

• Benefits - health insurance, PTO, retirement, etc.

• A supportive, family-style team with room to grow