Job Description
We are seeking a highly organized, customer-focused HVAC Service Dispatcher/Customer Service Representative to join our team. This role serves as the primary point of contact for customers and is responsible for coordinating service schedules, dispatching technicians, managing customer communications, and ensuring an exceptional customer experience from the initial call through job completion.
The ideal candidate is detail-oriented, professional, able to multitask in a fast-paced environment, and committed to providing outstanding customer service.
Responsibilities
Customer Service
- Answer incoming phone calls and respond to customer inquiries professionally and courteously.
- Route calls to other office staff or take messages an needed.
- Schedule service, maintenance, and warranty appointments.
- Communicate appointment details, arrival times, and service updates to customers.
- Address customer concerns and resolve issues promptly and professionally.
- Maintain accurate customer records and service history within company software.
- Follow up with customers after service visits to ensure satisfaction.
Dispatching & Scheduling
- Coordinate daily schedules for HVAC service technicians.
- Dispatch technicians efficiently based on location, skill set, urgency, and workload.
- Monitor technician progress throughout the day and adjust schedules as needed.
- Communicate schedule changes and delays to customers and field staff.
- Prioritize emergency service calls and ensure timely response.
- Review completed work orders for accuracy and completeness.
Administrative Duties
- Create and manage service tickets and work orders.
- Process customer invoices and payments when required.
- Create invoices using Quickbooks Desktop Software.
- Assist with maintenance agreement scheduling and renewals.
- Support office operations through filing, data entry, and reporting.
- Coordinate communication between customers, technicians, suppliers, builders, and management.
Required Qualifications
- High school diploma or equivalent.
- 1+ years Quickbooks Experience.
- Strong organizational and multitasking abilities.
- Proficiency with computers, various software, email, and Microsoft Office.
- Ability to remain calm and professional in fast-paced environment.
- Strong attention to detail and problem-solving skills.
Preferred Qualifications
- Previous experience in HVAC, construction, home services, dispatching, or customer service.
- Experience with dispatching or field service management software (Housecall Pro, Dispatch.me).
- Knowledge of HVAC terminology and service operations.
- Experience working with builders, contractors, or trade partners.
Benefits
- Competitive pay based on experience
- Paid time off
- Paid holidays
- Health insurance options
- Laid-back environment
Schedule
Full-time, Monday-Friday 8am-4:30pm
Pay
$16-20/hr. Compensation based on experience.
Pay: $16.00 - $20.00 per hour
Experience:
- office administration: 1 year (Required)
Ability to Relocate:
- Collinsville, OK 74021: Relocate before starting work (Required)
Work Location: In person
