HVAC CSR / Dispatcher

About the role

R3 Heating & Air is a family-owned company focused on roofing, exteriors, solar, and HVAC services. They are seeking a CSR/Dispatcher to handle customer communications, service request management, scheduling, and technician coordination.

Responsibilities

• Customer Communication: Handle all inbound calls, texts, and web inquiries, confirm appointments, communicate technician ETAs, and manage reschedules or delays professionally.
• Customer Satisfaction: Follow up after service visits to ensure customer satisfaction and address complaints or concerns.
• Service Request Management: Prioritize service requests based on urgency, technician availability, and location.
• Scheduling Coordination: Work with service and project managers to efficiently schedule installations, maintenance, and service calls.
• Technician Coordination: Assign jobs based on skill level, geography, and job complexity, and keep techs informed about job updates.
• Job Tracking: Monitor job progress, technician location, and schedule changes, and update CRM and customers accordingly.
• Recordkeeping: Maintain accurate service records and job details in the system.
• Emergency Dispatching: Assign on-call technicians for urgent jobs and dispatch emergency service calls.
• System Updates & Admin Tasks: Manage daily schedules and assignments using dispatching software, assist with admin tasks like ordering equipment and completing invoices.
• Reporting & Process Support: Provide reports and assist in improving dispatch and call center efficiency.

Requirements

• Prior dispatching, scheduling, or call center experience (in HVAC or trades industry preferred)
• Excellent communication, multitasking, and time-management skills
• Strong attention to detail and customer-first attitude
• Familiarity with CRM or dispatching software
• Ability to remain calm and efficient under pressure

What We're Looking For

The ideal candidate will have prior dispatching, scheduling, or call center experience, especially in the HVAC or trades industry. They should be detail-oriented, have excellent communication and multitasking skills, and be able to work efficiently in a fast-paced environment.

Compensation & Benefits

• Pay: Competitive, dependent on experience
• Health Insurance: Offered after 90 days of employment
• Paid Time Off & Vacation: Available after 90 days of employment
• Career Growth: Opportunities for advancement as the company grows

Qualifications

Candidates must successfully pass a background check.