HVAC Dispatcher & Customer Service Representative

• Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves, we show up to make our team more impactful, create the best solutions for our customers and to chase our potential.
• Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day in order to continue learning and growing.
• Accountable: We hold ourselves and our teams accountable to their goals because we know that true growth doesn't happen by accident. Extreme accountability yields extraordinary results.
• Transparent: We have big goals, and we are moving quickly. Our team has transparency into the priorities of our clients, teams, and organization to prioritize the work that gets closer to our goals.
• Aligned: We only hire growth-oriented individuals because we know that our business can't grow if our people aren't growing. Then we align our business goals with every team member's personal, professional and financial goals - when our team wins, the company wins.
• GSD: We get sh*t done.

• Serve as the primary point of contact for all inbound customer inquiries via phone, email, and text.
• Provide clear, professional communication regarding service timelines, pricing expectations, and next steps.
• Create and maintain a positive, solutions-oriented customer experience.
• Confirm appointments and follow up with customers before and after service calls.
Collect customer feedback and manage review requests as appropriate.

• Utilize our CRM, ServiceTitan to schedule service calls, installations, maintenance visits, and emergency appointments.
• Dispatch technicians in real time, ensuring optimal routing and minimal downtime.
• Balance technician skillsets, availability, and geographic efficiency when building daily schedules.
• Monitor technician status throughout the day and adjust schedules as needed.
• Communicate delays or schedule changes proactively to customers.
Ensure same-day service opportunities are maximized when capacity allows.

• Schedule all preventative maintenance (PM) customers in accordance with seasonal targets.
• Build and maintain rolling maintenance call lists to ensure 100% agreement fulfillment.
• Proactively contact maintenance members to secure appointments ahead of peak seasons.
• Track agreement renewals, expirations, and upsell opportunities.
• Coordinate technician capacity to prioritize maintenance during shoulder seasons.
Assist in growing and retaining the maintenance membership base.

• Accurately enter and maintain customer records in ServiceTitan.
• Track KPIs including booking rates, maintenance conversion, average ticket, and technician utilization.
• Generate reports to inform management on scheduling efficiency, customer trends, and revenue performance.
Maintain accurate call types, tags, and job documentation for reporting integrity.

• Address customer concerns or complaints with professionalism and urgency.
• De-escalate situations while protecting company standards and policies.
• Escalate technical or complex issues to management when necessary.
Ensure all service recovery actions are documented and closed out properly.

• Identify opportunities to convert inbound calls into booked appointments.
• Support technicians by properly setting expectations and gathering job details prior to dispatch.
• Assist in follow-up on unsold estimates and open opportunities.
Support marketing campaigns by scheduling promotional calls and seasonal specials.

• Review daily dispatch performance and technician productivity.
• Identify scheduling inefficiencies and recommend improvements.
• Maintain call scripts and ensure consistent communication standards.
Participate in ongoing ServiceTitan training and process development.

• Work closely with Service Managers, Install Coordinators, Sales, and Billing to ensure seamless operations.
• Coordinate with accounting to verify billing accuracy and payment collection.
• Support marketing initiatives with outbound campaigns and customer outreach.
• Contribute to weekly meetings with scheduling metrics and performance updates.

• 5 years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience is preferred.
• Knowledge of the industry is recommended but not required, High school diploma or general education degree, (GED).
• Proficient computer skills are required.
• Advanced level knowledge of computer and software technologies, such as iOS, Windows OS, CRM Software, Service Titan, Office 365, Word, and Excel.

• A self-starting highly motivated and goal-oriented individual.
• Excellent attention to detail with emphasis placed on quality.
• Very organized with a systematic approach to achieving accuracy and efficiency.
• Well-developed interpersonal skills.
• Professionally and technically competent.
• Confident, assertive, ethical, and ambitious.
• Analytical with the ability to examine issues from multiple viewpoints while multitasking.
• Team player- works well with others.
• CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.

• $20-$26 DOE hourly plus commissions and performance bonuses.
• On-going training and personal development.
• Health Plan.
• Dental Plan.
• Vision Service Plan.
• 401K Plan.
• Opportunity for advancement.
• Mentorship with emphasis on personal, professional, and financial goals.
• Paid Time Off (Vacation, Sick Days, Personal Days).
• Our family of employees participate in hunting trips, camping trips, BBQ’s and other fun activities throughout the year.
• Paid Time Off (Vacation, Sick Days, Personal Days).

Comfort Systems of Montana is the region’s leading new‑construction HVAC partner, delivering turnkey heating and cooling solutions for both residential and commercial projects. From custom homes in the valley to large‑scale commercial builds, our team handles design, installation, and commissioning with unmatched precision and reliability. We leverage the latest Carrier technology and best‑in‑class controls to ensure every system is optimized for efficiency, comfort, and long‑term performance. What sets us apart is our people. Many of our technicians and project managers have been with us for 17 years, bringing deep expertise and a commitment to excellence that you simply won’t find elsewhere. As a locally owned and veteran‑founded company, we’re rooted in Montana values of hard work, integrity, and community. Our clients trust us to deliver on time and on budget—because here, your reputation is our reputation. Let’s build something great together.