CSR/Dispatcher Level III
Career Growth Path: CSR/Dispatcher Lvl III → Senior CSR/Dispatcher → Dispatch Department Coordinator → Service Operations Leadership
Build Your Dispatch Career With a Company That Promotes Growth
Carl’s Quality Cooling & Heating is a family-owned, veteran-owned HVAC company serving the North Houston and Conroe area since 2006. We believe our employees are one of the most valuable strengths of our business, and we are looking for a dependable, service-minded CSR/Dispatcher Level III who wants more than a job. We are looking for someone who wants to build a long-term career in service operations.
This role is an advanced customer service and dispatch position designed for someone who already understands the pace, pressure, and importance of dispatch. As a CSR/Dispatcher Level III, you will help keep our technicians moving efficiently, our customers informed, and our service department organized. You will also gain exposure to the operational habits, reporting discipline, team communication, and mentoring skills needed to grow into a Senior CSR/Dispatcher role, and potentially into a future Dispatch Department Coordinator or other supervisory role.
Why This Role Matters
Dispatch is the connection point between our customers, technicians, service leadership, parts, sales, billing, and operations. The right person in this role helps prevent missed appointments, improves first-time completion, reduces callbacks, keeps documentation accurate, and creates a better experience for both customers and field technicians.
You will be trusted to think ahead, communicate clearly, solve scheduling challenges in real time, and help ensure that every service call is handled with urgency, accuracy, and care.
What You’ll Do
As a CSR/Dispatcher Level III, you will:
- Manage incoming service requests and organize technician schedules based on location, urgency, skill set, job scope, and route efficiency.
- Monitor the dispatch board throughout the day, tracking technician status, customer time windows, delays, job progress, and daily workflow.
- Communicate proactively with customers by confirming appointments, providing ETA updates, explaining next steps, and helping resolve scheduling concerns.
- Coordinate with technicians to make sure they have accurate job details, special instructions, customer notes, access information, equipment information, and parts status before arriving on site.
- Work closely with the Parts/Warehouse team to help ensure parts and materials are identified, located, and coordinated before scheduled work.
- Triage urgent calls, cancellations, return visits, and schedule changes without losing control of the day’s overall service flow.
- Support job closeout by reviewing work orders, notes, photos, materials, labor time, payment status, follow-up needs, and documentation accuracy.
- Maintain accurate records in Service Fusion and related systems, including customer information, job notes, service agreement details, return visits, parts status, and follow-up actions.
- Help reduce callbacks and improve first-time completion by making sure the right technician is assigned with the right information at the right time.
- Assist with onboarding, training, and mentoring Level I and Level II CSR/Dispatchers by sharing best practices and modeling strong dispatch habits.
- Collaborate with the Service Manager, Senior CSR/Dispatcher, technicians, billing, sales, and other office team members to support smooth service operations.
What You’ll Grow Into
This role is built for someone who wants to develop leadership capability. While the CSR/Dispatcher Level III position is not a formal supervisory role, it is a strong stepping-stone into more advanced service operations responsibilities.
Successful team members in this role can grow toward:
Senior CSR/Dispatcher
A lead-level, non-supervisory role that supports quality control, peer coaching, KPI tracking, dispatch strategy, customer experience improvement, and daily operational leadership.
Dispatch Department Coordinator
A supervisory or coordinator-level path that may include cross-training dispatchers, coordinating service and sales-related workflows, tracking customer satisfaction and performance metrics, supporting maintenance agreement scheduling, and helping drive department-wide accountability.
Service Operations Leadership
For someone who consistently demonstrates strong judgment, customer care, process discipline, communication, and team-first leadership, this role can become a foundation for broader operations, training, customer relations, project coordination, or service management growth.
What Success Looks Like
You will make a strong impact when you help the team:
- Improve first-time completion by matching technicians properly and preparing them with complete information.
- Keep jobs moving toward same-day closeout through accurate documentation and follow-through.
- Reduce callbacks by improving intake notes, technician readiness, parts coordination, and customer communication.
- Keep customers confident through clear, timely updates and professional phone/email communication.
- Maintain a clean and accurate dispatch board, customer database, job records, and service agreement information.
- Support technician productivity by reducing wasted drive time, improving schedule flow, and planning ahead.
- Contribute to a positive, professional, accountable team culture.
What We’re Looking For
The ideal candidate has:
- 1–3+ years of experience in dispatch, customer service, service coordination, or a similar operations-support role.
- HVAC, home services, construction, trades, or field service experience preferred.
- Strong working knowledge of dispatch software, CRM systems, scheduling tools, email, and spreadsheets. Service Fusion experience is strongly preferred.
- Excellent phone presence and written communication skills.
- A calm, professional approach when handling urgent calls, schedule changes, customer concerns, or technician delays.
- Strong organization, attention to detail, and the ability to manage several priorities at the same time.
- Good judgment when deciding what to handle independently and what to escalate.
- A team-first mindset with the ability to build positive working relationships with technicians, office staff, customers, and leadership.
- Integrity, reliability, punctuality, and a desire to do the right thing for the customer and the company.
- A willingness to learn HVAC terminology, job types, service workflows, maintenance plans, parts coordination, and dispatch best practices.
- Bilingual English/Spanish ability is a plus, but not required.
- High school diploma or GED required; additional office administration, business, communications, or technical training is a plus.
- Reliable transportation to our Conroe office.
- Ability to pass required background check and drug screening.
Schedule & Work Environment
This is a full-time, on-site position based in Conroe, TX. The typical schedule is Monday through Friday during business hours, with occasional flexibility needed during peak season or rare emergency situations.
You will work in a fast-paced, family-oriented service environment where communication, accountability, accuracy, and teamwork matter every day.
Compensation & Benefits
- $20–$24/hour, depending on experience and qualifications.
- Full-time, stable employment.
- Comprehensive Health, Dental, Vision & Supplemental insurance.
- Paid holidays and vacation/PTO.
- Training and development opportunities.
- In-house support to help you grow your HVAC, dispatch, customer service, and operations knowledge.
- Supportive team environment with room for advancement.
- Additional benefits and details will be discussed during the hiring process.
Who Thrives Here
You will do well in this role if you are steady under pressure, enjoy solving problems, care about customers, respect technicians’ time, and take pride in keeping operations organized. You should be someone who wants to become the person others can count on — the dispatcher who sees issues before they become problems, communicates clearly, and helps the whole team perform better.
Equal Opportunity Employer
Carl’s Quality Cooling & Heating LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type in accordance with federal, state, and local laws.
Apply Today
If you are ready to take the next step in your dispatch career and want to grow with a company that values integrity, teamwork, customer care, and technical excellence, we would like to hear from you. Join Carl’s Quality Cooling & Heating and help us continue delivering dependable, high-quality service to our community.
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Education:
Experience:
Work Location: In person
