Customer Service Representative/Dispatcher

Job Title: Customer Service Representative / Dispatcher (HVAC)

Location: Quality Pro Services Greenville, NC
Employment Type: Full-Time
Reports To: General Manager

Position Summary

We are seeking a highly organized and customer-focused Customer Service Representative (CSR) / Dispatcher to join our HVAC team. This dual-role position is responsible for managing incoming customer inquiries, scheduling service calls, and efficiently dispatching technicians. The ideal candidate thrives in a fast-paced environment, communicates clearly, and can balance customer satisfaction with operational efficiency.

Key Responsibilities

Customer Service Duties:

• Answer inbound calls, emails, and online service requests in a professional and friendly manner
• Assist customers with scheduling service, maintenance, and installation appointments
• Provide accurate information about services, pricing, and timelines
• Resolve customer concerns and escalate issues when necessary
• Maintain detailed and accurate customer records in the CRM system

Dispatching Duties:

• Schedule and dispatch HVAC technicians based on priority, location, and skill set
• Monitor technician routes and adjust schedules as needed to optimize efficiency
• Communicate job details, updates, and changes to technicians in real time
• Track job progress and ensure timely completion of service calls
• Coordinate emergency and after-hours service requests

Qualifications

• High school diploma or equivalent required; associate degree preferred
• 2+ years of customer service or dispatching experience (HVAC or home services preferred)
• Strong communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Proficiency with scheduling/dispatch software and basic computer skills
• Ability to remain calm under pressure and handle high call volumes

Preferred Skills

• Experience in HVAC, plumbing, electrical, or home service industries
• Familiarity with GPS tracking and routing systems
• Strong problem-solving and decision-making skills
• Ability to upsell maintenance plans or additional services

Work Environment

• Office-based role with frequent phone and computer use
• Fast-paced environment, especially during peak seasons (summer/winter)
• May require occasional evening or weekend shifts

Compensation & Benefits

• Competitive hourly wage / salary (based on experience)
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options
• Opportunities for advancement and training

How to Apply

Please submit your resume and a brief cover letter outlining your experience and interest in the role.

Pay: $15.00 - $25.00 per hour

Work Location: In person