HVAC Customer Service Rep/Dispatcher

Description

Summary: The HVAC Dispatcher/CSR is responsible for coordinating and managing service calls, scheduling appointments, and providing exceptional customer service to clients. The role combines administrative, quoted services and customer service duties, with a focus on ensuring smooth operations and high-quality service delivery within the HVAC industry.

Key Responsibilities:

• Efficiently schedule and dispatch HVAC service calls based on technician availability, skill set, and geographical location.
• Prioritize urgent calls and emergencies to ensure prompt response times.
• Maintain and update dispatch schedules, ensuring no overlaps or delays in service appointments.

Customer Service:

• Answer inbound customer calls, emails, and messages, providing support, answering inquiries, and resolving concerns.
• Assist customers in booking service appointments, troubleshooting issues, and explaining service details.
• Handle customer complaints and escalations with professionalism, ensuring customer satisfaction.
• Provide customers with accurate estimates, service descriptions, and updates on the status of their HVAC systems.

Data Entry & Record-Keeping:

• Accurately input customer data, service orders, and job details into the system.
• Maintain accurate service records, including job status, completed work, and payment information.
• Generate and track service reports, invoices, and billing information as necessary.

Collaboration with Technicians & Field Staff:

• Communicate job details and special requirements to HVAC technicians before and during service calls.
• Monitor technician progress to ensure service calls are completed on time.
• Troubleshoot and provide support for technicians if challenges or issues arise during service delivery.

Inventory & Equipment Management:

• Assist in managing inventory for service parts and equipment, ensuring technicians have the necessary tools for each job.
• Update inventory records when parts are used or replenished.

Administrative Support:

• Assist with administrative tasks such as scheduling maintenance reminders, customer follow-ups, and warranty management.
• Prepare and send out customer communications regarding service appointments, maintenance schedules, and promotions.

Work Environment:

• Office-based position with interactions with field technicians and customers via phone or email.

Compensation:

• Competitive hourly wage or salary, based on experience.
• Health benefits, paid time off, and 401(k) with company match.

Requirements

Skills & Qualifications:

• Previous experience in HVAC dispatching, customer service, or administrative roles is preferred.
• Knowledge of HVAC systems and terminology is a plus but not required.
• Strong communication skills (verbal and written) and a customer-focused attitude.
• Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Familiarity with service management software (e.g., ServiceTitan, FieldEdge) is a plus.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) or similar tools.
• High school diploma or equivalent (additional education or certification in customer service or HVAC is a plus).