Dispatcher / Customer Service Representative

Service Dispatcher / CSR: Steady Pace, $45K–$60K Base Pay, No Frantic Call Volume (Lubbock, TX)

About the Company

Hart Heating & A/C has proudly served Lubbock and surrounding West Texas communities since 1995. Over the past 30+ years, our reputation has been built on true craftsmanship, dependability, and a commitment to doing things the right way the first time.

Unlike high-pressure boiler rooms or revolving-door dispatch centers, our office maintains a calm, steady, and consistent pace. We operate with a manageable inbound call volume, structured processes, and reliable phone backup from our Office Administrator. Our company culture is anchored in four core values: Care, Do What You Say, Take Ownership, and Get Better. Here, you will find a supportive, stable environment where your reliability is recognized, your word means something, and you are treated as a true professional.

About the Role

We are seeking a grounded, organized, and dependable Dispatcher / Customer Service Representative to take full ownership of our daily field flow on-site at our Lubbock office.

In this seat, you hold the master controls to our active service board. You will connect our Lubbock homeowners with our skilled field technicians, ensuring the right technician reaches the right customer at the right time while maintaining smooth field capacity throughout the day. This role is critical to Hart’s mission of delivering the most phenomenal customer experience possible. You won't be trapped in a rigid administrative box or forced to seek permission for every schedule tweak; you will have the trust and autonomy to make routine dispatch adjustments and keep operations moving seamlessly.

What's In It for You

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  Base Salary: $45,000 to $60,000 annually, depending on experience and demonstrated dispatching capability.

  
  


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  Guaranteed, Predictable Income: Stable, full-time base compensation with no volatile sales quotas, commission pressure, or seasonal slumps.

  
  


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  On-Call Bonus & Overtime: Earn an additional $200 to $300 per month in bonuses for scheduled on-call coverage (alternating every other week, Monday through Sunday until 10:00 PM). Overtime is paid at standard time-and-a-half rates for any hours worked over 40. Because after-hours calls are rare, this offers steady supplemental income with minimal effort.

  
  


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  Paid Time Off (PTO): 40 hours of paid vacation and 40 hours of paid sick leave after 90 days of employment.

  
  


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  Paid Holidays: 7 paid company holidays annually.

  
  


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  Retirement Planning: Company-sponsored IRA eligibility available after one full year of service.

  
  


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  Low-Stress, Supportive Environment: An office culture designed around reasonable workloads and shared teamwork.

  
  

Core Responsibilities

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  Build, sequence, and manage the daily service schedule in Service Fusion.

  
  


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  Assign and dispatch technicians strategically based on technical skill, geography, urgency, and field availability.

  
  


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  Answer inbound customer calls warmly, assess service needs, and book appointments accurately.

  
  


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  Communicate proactively with homeowners regarding technician arrival windows, schedule adjustments, and delays.

  
  


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  Track open work orders, ordered parts, and return trips, returning jobs to the board as soon as parts arrive.

  
  


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  Maintain accurate customer, job, and dispatch records inside Service Fusion so field and office teams can rely on clean data.

  
  


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  Monitor field progress and technician billable utilization while supporting technicians in earning 5-star Google reviews.

  
  


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  Participate in the alternating after-hours on-call rotation up to 10:00 PM.

  
  


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  Coordinate closely with our Office Administrator to share phone coverage and maintain zero dropped balls.

  
  

Required & Preferred Experience

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  Dispatch Experience: 3 to 7 years of dispatching, scheduling, or logistics coordination experience, preferably within home services or field service industries.

  
  


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  Industry Background: Prior experience in HVAC dispatching is preferred, but backgrounds in plumbing, electrical, construction, or related field services are welcome.

  
  


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  Technical Skills: Proficiency in Google Workspace and field service management software (Service Fusion experience is a strong advantage).

  
  


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  Tech-Forward Mindset: Comfort with or eagerness to utilize AI tools (such as ChatGPT and Gemini) to optimize administrative efficiency and workflows.

  
  


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  Geographic Familiarity: Practical navigation knowledge of the Lubbock area (including Wolfforth, Slaton, Shallowater, and Abernathy).

  
  


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  Qualifications: High school diploma or equivalent; willingness to complete a pre-employment drug screening.

  
  


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  Work Setting: Full-time, 100% on-site at our Lubbock office (remote work is not an option).

  
  

Key Attributes for Success

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  Even-Keeled Composure: Stays calm, patient, and grounded when priorities shift or emergencies arise.

  
  


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  Personal Accountability: Takes complete ownership of the daily board, finishes what you start, and follows through without making excuses.

  
  


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  Coachability: Enjoys learning, accepts constructive guidance from leadership, and adapts to structured processes without being set in old ways.

  
  


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  Independent Decision-Making: Confident in prioritizing assignments, routing technicians, and resolving routine scheduling hurdles on your own.

  
  


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  Customer-First Heart: Treats every customer's home, time, and comfort with genuine care and respect.

  
  

Why Join Us?

If you are tired of chaotic dispatch desks, relentless phone queues, and revolving-door management, Hart Heating & A/C provides the steady, supportive home you have been looking for.

As our Dispatcher / Customer Service Representative, you will not be thrown into the deep end without guidance; you will receive a structured onboarding program led by an HR professional with 20 years of experience, complete with clear digital manuals, video guides, and dedicated 1-on-1 mentorship. You will enjoy predictable hours, guaranteed base earnings, and a tight-knit team where doing things right the first time is truly valued.

Hart Heating & A/C is an equal opportunity employer.