HVAC CSR/Dispatcher

Comfort Systems of MT•Bozeman, MT

13h•Onsite

About The Position

Comfort Systems of Montana is seeking a Customer Service Representative (CSR) to be at the forefront of their growth and expansion. This role involves solving problems, offering solutions, and connecting customers with service technicians. The CSR will foster exceptional service standards for residential and commercial clients, embodying the company's mission to set the HVAC standard through cutting-edge solutions and customer service excellence. Comfort Systems of Montana, a veteran-owned and local family business since 1999, serves Bozeman, Montana, and surrounding communities with licensed professionals designing, installing, and servicing heating and cooling systems. The company emphasizes performance, value, efficiency, reliability, affordability, and customer satisfaction. They foster a culture of growth, teamwork, and mutual support, aiming for individual and company success. Their mission is to set the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence. Their vision is to be the household name and only logical choice for HVAC in the Gallatin Valley. Their core values include being Inspirational, Disciplined, Accountable, Transparent, Aligned, and focused on getting things done (GSD).

Requirements

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.
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.

Nice To Haves

Knowledge of the industry is recommended but not required.

Responsibilities

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 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.

Benefits

$18-$25 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.