About the Role
We're seeking a friendly, organized, and detail-oriented Dispatcher/CSR to join our heating oil and HVAC company. This role is the first point of contact for our customers and plays a key part in keeping our technicians scheduled efficiently and our customers happy. The ideal candidate thrives in a fast-paced environment, communicates well under pressure, and enjoys problem-solving. This role reports to the Service Manager.
Responsibilities
- Answer incoming calls, emails, and online inquiries regarding service calls, and HVAC installation/repair needs
- Schedule and dispatch technicians and delivery drivers efficiently based on location, urgency, and availability
- Prioritize and coordinate emergency "no heat" calls, especially during peak winter season
- Maintain and update customer accounts, service history, and delivery records in company software/CRM
- Communicate with technicians throughout the day regarding job status, delays, or additional parts/time needed
- Confirm appointments with customers and provide accurate arrival windows
- Process payments, invoices, and service agreements as needed
- Maintain clear, organized communication between office staff, technicians, and customers
- Perform other duties and responsibilities as assigned by management
Requirements
- Previous dispatch, scheduling, or customer service experience required (HVAC/heating oil industry experience a plus)
- Strong multitasking skills and ability to stay calm under pressure, especially during high call-volume periods
- Excellent verbal and written communication skills
- Comfortable using scheduling/dispatch software, CRM systems, and general office software
- Strong organizational skills and attention to detail
- Ability to work in a fast-paced office environment
- Reliable, punctual, and a team player
- High school diploma or equivalent required (college degree a plus)
Schedule
- Full-time; weekends, or on-call rotation during peak heating season may be necessary
What We Offer
- Competitive hourly pay based on experience
- Paid time off and holidays
- Health, dental, and vision insurance
- Friendly, supportive office environment
- Opportunities for growth within the company
How to Apply
Interested candidates should apply directly through Indeed with a current resume. We look forward to hearing from you!
Pay: $26.00 - $31.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Retirement plan
Work Location: In person
