CSR/Dispatcher

NearU, and Affiliate Regional HVAC Branches•Phoenix, AZ

22h•Hybrid

About The Position

The Customer Service Representative I is responsible for managing service requests, dispatching calls to the appropriate technicians or field staff, and conducting outbound calls to customers. This role serves as a key communication hub, ensuring timely responses, accurate scheduling, and a high level of customer satisfaction.

Requirements

High school diploma or equivalent
1-2 years of experience in customer service, call center, dispatch, or coordination roles preferred
Strong verbal communication and active listening skills
Ability to manage high call volumes and multitask in a fast-paced environment
Proficiency with phone systems, CRM software, and scheduling tools
Strong organizational skills and attention to detail

Nice To Haves

Associate degree preferred

Responsibilities

Dispatch service calls to technicians or field staff based on availability, urgency, and skill set
Monitor call queues and job status to ensure timely completion
Update scheduling systems and track dispatched calls for accuracy and follow-up
Make outbound calls 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
Accurately document customer interactions, notes, and outcomes in CRM or dispatch systems
Resolve basic customer concerns and escalate complex issues when necessary
Maintain accurate customer records, schedules, and service logs
Communicate effectively with internal teams to ensure service expectations are met
Support reporting, call tracking, and performance metrics as assigned