HVAC CSR / Service Dispatcher

CUSTOMER SERVICE REPRESENTATIVE

Are you ready to be at the heart of transformation? Comfort Systems of Montana is on the hunt for a standout HVAC CSR who’s not just looking for a job, but a mission. A mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians as we undergo tremendous growth and expansion! it’s your stage to foster exceptional service standards for both residential and commercial clients, embodying our mission to set the HVAC standard through cutting-edge solutions and unwavering commitment to customer service excellence.
Since 1999, Comfort Systems of Montana has served Bozeman, Montana and the surrounding communities. We are a veteran-owned and local family business with a phenomenal team of licensed professionals that design, install and service residential and commercial heating and cooling systems. We stand on performance and value, which is why our systems are efficient, reliable, affordable and we can guarantee satisfaction every time. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct impact on the success of the company. Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.
Be the household name and only logical, choice for HVAC in the Gallatin Valley.
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 to chase our potential.
Then we align our business goals with every team member's personal, professional and financial goals - when our team wins, the company wins.
Customer Interaction Management:
Serve as the primary point of contact for all inbound customer inquiries via phone, email, and text.
Create and maintain a positive, solutions-oriented customer experience.
Confirm appointments and follow up with customers before and after service calls.
Collect customer feedback and manage review requests as appropriate.
Utilize our CRM, ServiceTitan to schedule service calls, installations, maintenance visits, and emergency appointments.
Balance technician skillsets, availability, and geographic efficiency when building daily schedules.
Communicate delays or schedule changes proactively to customers.
Schedule all preventative maintenance (PM) customers in accordance with seasonal targets.
Build and maintain rolling maintenance call lists to ensure 100% agreement fulfillment.
Data Management & Reporting:
Accurately enter and maintain customer records in ServiceTitan.
Generate reports to inform management on scheduling efficiency, customer trends, and revenue performance.
Address customer concerns or complaints with professionalism and urgency.
De-escalate situations while protecting company standards and policies.
Ensure all service recovery actions are documented and closed out properly.
Support marketing campaigns by scheduling promotional calls and seasonal specials.
Quality Control & Process Improvement:
Review daily dispatch performance and technician productivity.
Participate in ongoing ServiceTitan training and process development.
Work closely with Service Managers, Install Coordinators, Sales, and Billing to ensure seamless operations.
Coordinate with accounting to verify billing accuracy and payment collection.
Support marketing initiatives with outbound campaigns and customer outreach.
Contribute to weekly meetings with scheduling metrics and performance updates.

5 years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience is preferred.

• Knowledge of the industry is recommended but not required, High school diploma or general education degree, (GED).
• Proficient computer skills are required.
• Advanced level knowledge of computer and software technologies, such as iOS, Windows OS, CRM Software, Service Titan, Office 365, Word, and Excel.

Excellent attention to detail with emphasis placed on quality.
CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.

18-$25 DOE hourly plus commissions and performance bonuses.

• On-going training and personal development.
• Health Plan.
• Dental Plan.
• Mentorship with emphasis on personal, professional, and financial goals.
• Paid Time Off (Vacation, Sick Days, Personal Days).
• Paid Time Off (Vacation, Sick Days, Personal Days).

As the Customer Service Representative at Comfort Systems of Montana, you'll be instrumental in driving our service division to new heights, ensuring operational excellence, working with a team of dedicated professionals, and significantly contributing to the revenue growth of the department. You'll have the opportunity to be part of a team making a significant impact on our service delivery, customer satisfaction, and overall business growth, supported by a culture that values growth, teamwork, and excellence. Every employee has an opportunity to grow and earn additional income on a performance based plan!

Comfort Systems of Montana is the region’s leading new‑construction HVAC partner, delivering turnkey heating and cooling solutions for both residential and commercial projects. From custom homes in the valley to large‑scale commercial builds, our team handles design, installation, and commissioning with unmatched precision and reliability. We leverage the latest Carrier technology and best‑in‑class controls to ensure every system is optimized for efficiency, comfort, and long‑term performance.
Many of our technicians and project managers have been with us for 17 years, bringing deep expertise and a commitment to excellence that you simply won’t find elsewhere. As a locally owned and veteran‑founded company, we’re rooted in Montana values of hard work, integrity, and community.