Customer Service Representative (CSR) – Dispatch & Permitting
About The Position
At The A/C Guy of Tampa Bay, our first priority is customer experience. We are looking for a Front-Line Brand Ambassador who thrives on the phones. This isn't a "back-office" job; you are the face and voice of our team. You'll spend your day engaging with our community, solving problems, and ensuring our customers feel like family from the very first ring. THE PRIMARY FOCUS: CUSTOMER CARE & DISPATCH Handling inbound and outbound calls is your #1 priority above all other tasks. The Front Line: Manage a high volume of calls with energy, empathy, and professionalism. You are the first person our customers talk to, and you set the tone for their entire experience. Strategic Dispatching: Set appointments and schedule home visits to keep our technicians moving efficiently. Growth Mindset: Identify opportunities for membership enrollments and service upsells-providing value to the customer and earning bonuses for yourself. Communication Hub: Monitor voicemails, respond to emails, and send appointment confirmations so no customer is ever left in the dark. THE SECONDARY FOCUS: PERMITTING, BILLING & ADMIN When the phones are managed, you pivot to the essential administrative "engine" of our operations: Permit Coordination: Navigating city and municipal paperwork to ensure our installs are compliant. You'll coordinate schedules between our team, the homeowner, and our private inspection partners. Billing Follow-Up: Conducting professional outbound calls to resolve outstanding balances and ensure our accounts are up to date. Records Management: Processing warranties, registering equipment, and maintaining accurate data within our CRM (ServiceTitan). Office Support: Ordering HVAC equipment and supplies to keep the office running smoothly.
Requirements
- Previous CSR experience in a high-volume call environment is required.
- You must have a naturally friendly disposition and a "knack" for staying organized while multitasking.
- You can handle billing conversations with tact and maintain a positive attitude even when the phones get busy.
Nice To Haves
- ServiceTitan experience is highly recommended , though we will consider those with strong experience in other CRM platforms.
Responsibilities
- Handling inbound and outbound calls
- Manage a high volume of calls with energy, empathy, and professionalism
- Set appointments and schedule home visits
- Identify opportunities for membership enrollments and service upsells
- Monitor voicemails, respond to emails, and send appointment confirmations
- Permit Coordination: Navigating city and municipal paperwork to ensure our installs are compliant. You'll coordinate schedules between our team, the homeowner, and our private inspection partners.
- Billing Follow-Up: Conducting professional outbound calls to resolve outstanding balances and ensure our accounts are up to date.
- Records Management: Processing warranties, registering equipment, and maintaining accurate data within our CRM (ServiceTitan).
- Office Support: Ordering HVAC equipment and supplies to keep the office running smoothly.
Benefits
- Health Plan
- Supplemental Insurance
- Profit Sharing
- Paid Vacation/Holidays
- Bonus/Commission Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
