Customer Service Representative

Customer Service & Dispatch Team Member

At Cline's Heating and Air, we don't believe in average and neither should you. We have a team of high performers who take pride in their work, support one another, and show up every day ready to execute at a high level. Our Customer Service & Dispatch team plays a critical role in that mission by keeping our operations running efficiently, delivering an exceptional customer experience, and driving consistent growth. This role is for someone who is proactive, organized, and thrives in a fast-moving environment. You'll be responsible for managing schedules, supporting technicians in the field, generating opportunities through outbound calls, and helping customers make informed decisions about their home comfort systems. If you are someone who takes ownership, communicates with clarity, and wants to grow with a company that is raising the standard in the HVAC industry, we want to talk to you.

At Cline's Heating and Air, we don't just install HVAC systems. We set the standard for quality, expertise, and customer satisfaction. As Spokane's most reliable residential and commercial HVAC company, we have been serving homeowners, businesses, and contractors since 1988 with a commitment to excellence that goes beyond just getting the job done. We believe in building lasting relationships, not just with our customers, but with our employees and industry partners. Our team of high performers take pride in their craft, support each other, and never settle for average. We invest in ongoing training, the best tools and technology, and a work culture that values accountability, growth, and teamwork. At Cline's, we offer competitive wages, career advancement opportunities, and a company culture that feels like family. Whether it's our Friday team workouts, company BBQ, team outings, or simply celebrating wins together, we believe in creating an environment where people love to work. If you're looking for a company that values excellence, integrity, and the pursuit of being the best, Cline's Heating and Air is the place for you.

Core Responsibilities & Competencies

Scheduling, Dispatch & Technician Utilization:

• Own the daily schedule with a focus on maximizing technician productivity and revenue per hour
• Collaborate with the Service Manager to build, adjust, and optimize the board in real time
• Dispatch technicians with clear job scopes, history, and expectations
• Proactively fill open time slots, cancellations, and gaps same-day
• Prioritize scheduling based on revenue impact, urgency, and membership status
• Ensure technicians are fully booked 2448 hours in advance
• Monitor job progress and reallocate resources as needed to avoid downtime

Proactive Revenue Generation (Outbound Activity):

• Execute daily outbound calls to: Unsold estimates, Deferred repair opportunities, Maintenance/tune-up lists, Membership renewals
• Drive booking of AC/Furnace tune-ups, Indoor air quality add-ons, System replacement consultations
• Identify opportunities to upsell or bundle services during inbound/outbound calls
• Maintain a consistent call cadence and tracking metrics (calls, bookings, revenue generated)

Accounts Receivable & Cash Flow Support:

• Proactively call customers to collect outstanding balances (AR)
• Track and follow up on aging invoices (30/60/90+)
• Coordinate with Service Manager and Accounting on disputed or delayed payments
• Ensure all completed jobs are closed out promptly, invoiced accurately, and collected in a timely manner
• Reduce AR aging and improve cash conversion cycle

Customer Communication & Experience:

• Serve as the primary point of contact for scheduling, updates, and follow-ups
• Set clear expectations with customers on arrival windows, pricing/approval process, next steps
• Follow up after visits to confirm satisfaction, address concerns, reinforce future service opportunities
• Handle high-volume calls with professionalism, urgency, and control of the conversation

Work Order & Invoice Accuracy:

• Review technician notes and invoices for completeness, accuracy, proper coding and attachments
• Update and finalize invoices in ServiceTitan
• Ensure all jobs include clear descriptions, photos (if applicable), proper pricing and approvals
• Reduce billing errors and callbacks due to miscommunication

CRM & Data Management:

• Maintain clean, accurate customer records in ServiceTitan
• Tag and track maintenance members, unsold opportunities, follow-up lists
• Build and manage call lists for outbound revenue activity
• Ensure all communication, notes, and job details are documented in real time

Team Support & Operational Excellence:

• Act as the communication hub between technicians, sales, and management
• Anticipate issues before they happen and solve problems proactively
• Support technicians by ensuring they have full schedules, complete job information, are set up to close and generate revenue
• Maintain a sense of urgency and ownership over the board at all times

Cline's Club Membership Sales (Recurring Revenue Driver):

• Actively promote and sell Cline's Club Memberships on every applicable inbound and outbound call
• Educate customers on the value of membership, including priority service, cost savings on repairs, preventative maintenance benefits, extended equipment life
• Present membership as the default recommendation, not an add-on
• Convert one-time service calls ? membership customers, tune-ups ? membership enrollments, unsold estimates ? membership entry point
• Bundle memberships with scheduled repairs, tune-ups, new customer onboarding
• Track and follow up on missed membership opportunities, expired or canceled memberships
• Maintain a running list of non-members for future outreach, high-probability conversion opportunities

Key Performance Expectations:

• Technician schedules 90100% booked daily
• Outbound calls completed daily (target-based)
• Tune-up and maintenance bookings hitting monthly targets
• AR reduced and kept within company benchmarks
• Minimal scheduling gaps and same-day recovery on cancellations
• High customer satisfaction and low complaint volume

Core Competencies:

• High urgency and bias for action
• Revenue-minded (not just task-oriented)
• Strong communication and control of conversations
• Detail-oriented with strong follow-through
• Ability to multitask in a fast-paced environment
• Service Titan (Proactively complete Ignite, Ember and Saphire ST training)
• Problem solver under pressure

Compensation, Benefits & Culture:

• $20-$25/hour DOE plus incentives and bonuses. YOU decide what YOU make.
• Medical
• Dental, Vision, and Accident Insurance are also available
• 401K Plan
• Paid holidays
• Paid vacation time
• Opportunity for advancement
• Ongoing local, regional, and national training opportunities
• Mentorship and personal, professional, and financial goal planning
• Our team participates in training, hunting trips, camping trips, BBQ's and other fun activities throughout the year

Our Mission:

Setting the standard in the HVAC industry.

Our Vision:

To be the undisputed household name for HVAC excellence in Spokane and Coeur d'Alene.

Our Core Values:

• Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves we show up to make our team more impactful, create the best solutions for our customers and chase our potential.
• Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day to continue learning and growing.
• Accountable: We hold ourselves and our teams accountable to their goals because we know that