CSR/Dispatcher

NearU, and Affiliate Regional HVAC Branches•Phoenix, AZ

23h

About The Position

George Brazil Heating & Air Conditioning is seeking an experienced Customer Service Representative/Dispatcher to coordinate HVAC service calls and provide customer support. The role involves dispatching technicians based on availability, urgency, and skill set; monitoring calls and job progress; communicating with customers; maintaining accurate records; and coordinating with internal teams. The company emphasizes craftsmanship, quality customer experience, continuous improvement, and opportunities for growth.

Requirements

High school diploma or equivalent.
Beginner-level Microsoft Word and Excel skills.
Strong knowledge of HVAC terms, operation, application, and installation.

Nice To Haves

HVAC industry experience.

Responsibilities

Dispatch service calls to technicians or field staff based on availability, urgency, and skill set.
Monitor call queues and job status to support timely completion.
Update scheduling systems and track dispatched calls for accuracy and follow-up.
Call customers to confirm appointments, follow up on service requests, and provide updates.
Contact customers regarding missed calls, service delays, or rescheduling needs.
Conduct courtesy calls, satisfaction checks, or reminder calls as required.
Provide professional, courteous, and solution-oriented customer support.
Document customer interactions, notes, and outcomes accurately in CRM or dispatch systems.
Resolve basic customer concerns and escalate complex issues when necessary.
Maintain accurate customer records, schedules, and service logs.
Communicate with internal teams to help ensure service expectations are met.
Support reporting, call tracking, and performance metrics as assigned.