HVAC Service Dispatcher

About the role

This position is the frontline support for customers, responsible for providing helpful information, answering inquiries, and addressing complaints in a professional and timely manner.

What You Will Be Doing

• Respond to and direct incoming calls in a timely and professional manner while maintaining strong communication with customers
• Assist clients through phone, email, online messaging, and face-to-face interactions by providing helpful information about company products and services
• Organize and manage service appointment scheduling
• Coordinate technician dispatching and daily routing
• Handle warranty submissions and equipment registrations accurately
• Maintain organized warranty and return documentation in both digital and paper formats
• Process warranty claims and keep all related files up to date
• Inform customers about available products, services, and company offerings
• Support outbound communication efforts, including confirmation calls, membership renewal follow-ups, and estimate follow-ups
• Update and maintain customer profiles, records, complaints, and communication history
• Deliver exceptional customer service and ensure a positive customer experience
• Utilize ServiceTitan CRM and dispatch software daily for scheduling, customer management, and workflow tracking

What We Are Looking For

• High school diploma or equivalent
• 1+ year of customer service experience
• Proficient in basic computer applications, including Microsoft Word, Excel, and Outlook
• Professional, courteous, and approachable attitude when assisting customers
• Strong written and verbal communication abilities
• Excellent customer support and relationship-building skills
• Strong attention to detail with accurate typing and data entry capabilities
• Capable of handling multiple tasks while resolving issues efficiently
• Previous experience or familiarity with the HVAC or plumbing field is considered an asset

Pay

$18.00 to $21.00 per hour, depending on experience

Schedule

8:00am to 5:00pm, Monday to Friday, with overtime as required

Benefits

• Health Insurance: Company covers 75% of the employee premium, 25% for dependents
• Retirement Plan: IRA with 3% company match
• 3 PTO / sick days
• 6 paid holidays + 2 paid floating holidays (Easter & your birthday)
• 40 hours paid vacation