Dispatcher/CSR

Customer Service Representative / Service Administrator

Tri-City Air Conditioning is looking for an experienced, dependable Customer Service Representative / Service Administrator to join our team in Johnson City, TN.

This position plays an important role in supporting our customers, service technicians, and daily operations. We need someone who can confidently handle customer calls while also staying on top of service follow-up, parts ordering, repair estimates, inventory, warranties, and administrative tasks.

The right person will be highly organized, comfortable working in a fast-paced HVAC environment, and able to manage multiple priorities without letting details fall through the cracks.

What You'll Do

Customer Service & Scheduling

• Answer incoming customer calls professionally and efficiently
• Respond to customer questions and service inquiries
• Schedule and book HVAC service appointments
• Assist with booking additional appointments recommended by technicians
• Follow up with customers regarding recommended repairs and service needs
• Communicate with customers regarding appointment times, technician arrivals, delays, and schedule changes
• Provide excellent customer service, even during high-volume or stressful situations

Service & Repair Administration

• Review and monitor parts-related emails and requests
• Prepare and assist with repair estimates
• Follow up with customers regarding outstanding repair estimates and recommended work
• Assist technicians and management with parts and repair-related needs
• Complete transfer requests and pull necessary parts for technicians
• Request and monitor the return of unused equipment or parts that were ordered

Parts, Purchasing & Inventory

• Order parts and materials for the warehouse and service department
• Order equipment and materials needed for installation jobs
• Enter purchase orders for parts ordered and inbound equipment
• Assist with plumbing repair quotes and parts ordering as needed
• Help manage inventory, including:
• Cycle counts
• Quarterly inventory counts
• Stock management
• Parts replenishment
• Replenish technician truck stock and pull parts for technicians as needed

Warranty Administration

• Handle the warranty process for repairs
• Verify warranty coverage
• Order warranty parts
• File and process warranty claims
• Track applicable parts and labor warranties
• Maintain accurate warranty documentation and follow-up

Additional Support

• Assist with fleet management as needed
• Maintain accurate customer, job, parts, and service information
• Coordinate with technicians, management, warehouse, and other departments
• Help keep service operations organized and moving efficiently throughout the day

What We're Looking For

• HVAC, plumbing, or home-service industry experience strongly preferred
• ServiceTitan experience is a PLUS
• Previous experience with parts ordering, purchase orders, inventory, or warranty processing is highly preferred
• Experience handling a busy multi-line phone environment
• Strong computer and data-entry skills
• Excellent organizational skills and attention to detail
• Strong verbal and written communication
• Ability to manage multiple responsibilities and changing priorities
• Comfortable communicating with customers regarding repairs, estimates, and scheduling
• Dependable attendance and stable work history
• Ability to work effectively with technicians and office staff
• Professional and solutions-focused when dealing with customers

Pay

$18.00$20.00 per hour, based on experience.

Who Will Be Successful in This Role?

This isn't a position where you'll only be answering phones. We're looking for someone who can be the administrative backbone of the service department.

You'll be communicating with customers, supporting technicians, following up on repairs, ordering parts, processing purchase orders, assisting with inventory, handling warranties, and helping make sure nothing gets missed.

Someone with previous HVAC or plumbing office experience who knows ServiceTitan and has handled parts, warranties, or service coordination would be an especially strong fit.

If you're organized, dependable, customer-focused, and thrive in a busy service environment, we'd like to hear from you.

Apply today to join Tri-City Air Conditioning in Johnson City, TN.