Client Care Rep/Dispatcher
About The Position
Thermo Direct is hiring organized, customer-focused team members for its Service Operations Team in Raleigh, North Carolina. Candidates may begin as Customer Service Representatives and, through hands-on company training and demonstrated performance, have the opportunity to advance into a Dispatcher position. The role offers a career path for people with customer service experience, whether or not they have prior dispatch experience. Customer Service Representatives handle inbound and outbound customer communications, schedule service, maintenance, and installation appointments, resolve customer concerns, maintain customer records, and support technicians and office staff with administrative tasks. Dispatchers coordinate HVAC and Plumbing technicians, optimize schedules, prioritize urgent calls, monitor progress, communicate schedule changes, and track scheduling metrics and departmental goals. Compensation is $20.00–$25.00 per hour, based on experience and position. Performance-based bonuses and commission opportunities are also available. The position is based at Thermo Direct in Raleigh, North Carolina, with a day shift and no travel. The posting lists the position type as full-time/part-time.
Requirements
- At least 2 years of customer service experience.
- Strong communication and interpersonal skills.
- Excellent organizational and multitasking abilities.
- Ability to remain calm and effective in a fast-paced environment.
- Proficiency with computers and Microsoft Office.
- Positive attitude and team-oriented mindset.
Nice To Haves
- Experience in the HVAC, Plumbing, Electrical, or home service industry; preferred but not required.
- Dispatching or scheduling experience; a plus but not required, as training is available.
Responsibilities
- Answer inbound customer calls professionally, empathetically, and enthusiastically.
- Schedule service, maintenance, and installation appointments.
- Make outbound calls to confirm appointments and promote maintenance memberships.
- Resolve customer concerns and provide exceptional customer service.
- Maintain accurate customer records and documentation.
- Support technicians and office staff with daily administrative tasks.
- Dispatch HVAC and Plumbing technicians efficiently throughout the day.
- Build and optimize technician schedules to maximize productivity.
- Prioritize emergency and same-day service calls.
- Monitor technician progress and adjust schedules in real time.
- Proactively communicate schedule changes and delays to customers and field staff.
- Coordinate with managers and technicians to maximize efficiency and customer satisfaction.
- Track scheduling metrics, call volume, and departmental goals.
Benefits
- Medical, dental, and vision insurance.
- Company-paid life insurance.
- Short-term disability.
- 401(k) with company match.
- Flexible Spending Account (FSA).
- Paid vacation.
- Paid sick leave.
- Floating holidays.
- Seven paid company holidays.
- Year-round stable employment.
- Ongoing training and career advancement opportunities.
- Family-oriented, supportive work environment.
- Healthy work-life balance.
- Performance-based bonus opportunities.
- Commission opportunities on maintenance memberships and company initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
