HVAC Customer Service Representative/Dispatcher

Overview
We are seeking a detail-oriented and dependable Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for our customers, responsible for scheduling appointments, providing accurate information, and ensuring a positive customer experience from start to finish. The ideal candidate will demonstrate strong problem-solving skills, exceptional attention to detail, and a commitment to delivering outstanding service. We are a growing Faith based company with high expectation. Please be ready to grow and prosper. We are looking for candidates that actually want to strive and grow with us.

Duties

• Handle incoming calls, emails, and online inquiries in a courteous and professional manner.
• Schedule, coordinate, and confirm service and maintenance appointments.
• Listen carefully to customer needs, diagnose basic issues, and route service requests appropriately.
• Provide accurate estimates, quotes, and warranty information.
• Maintain up-to-date customer records, service histories, and technician schedules in the CRM system.
• Communicate effectively with technicians, dispatchers, and management to ensure smooth operations.
• Follow up on pending service calls and customer satisfaction after service completion.
• Resolve customer complaints quickly, professionally, and with empathy.
• Assist with billing, payment processing, and general administrative duties as needed.
• Support dispatching operations by coordinating with drivers Service Titan software.
• Maintain a 3 Day Call Board
• Track Customer Follow-ups and Manage Lead Flows.

Skills

• Prior experience and proficiency in ServiceTitan software and Microsoft Office is required.
• Excellent communication skills, both verbal and written, with a focus on phone and email etiquette.
• Ability to multitask effectively while maintaining attention to detail in a busy environment.
• Prior experience in dispatching.
• Ability to Manage different lead sources and ability to make/take outbound and inbound Phone Calls when applicable.
• Calendar and Schedule Management

Employee Attributes:

Successful candidates will demonstrate the following qualities:

• Problem-Solver: Able to think critically and find solutions that meet both customer and company needs.
• Detail-Oriented: Carefully follows procedures, maintains accurate records, and ensures every detail is correct.
• Customer-Focused: Dedicated to creating a positive experience for every client through professionalism and empathy.
• Dependable: Punctual, reliable, and consistent in following through on commitments.
• Team Player: Works well with technicians, dispatchers, and other team members to achieve shared goals.
• Organized: Manages multiple priorities, appointments, and tasks efficiently in a fast-paced environment.
• Positive Communicator: Uses clear, respectful, and friendly communication both verbally and in writing.
• Adaptable: Able to adjust to changing priorities, technologies, and customer needs.

Qualifications:

• High school diploma or equivalent (Associate’s degree preferred).
• Previous customer service experience required (HVAC, plumbing, or similar industry preferred).
• Proficiency with computers, CRM systems, and scheduling software.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and remain calm under pressure.

Benefits:

• Paid Time Off (PTO): Accrued based on hours worked, available for vacation, personal, or sick days.
• Insurance: Medical, dental, and vision coverage.
• Professional Development: Training opportunities and continued education support.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience:

• Marketing: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Ability to Commute:

• Phoenix, AZ 85021 (Required)

Ability to Relocate:

• Phoenix, AZ 85021: Relocate before starting work (Preferred)

Work Location: In person