HVAC Customer Service Rep/Dispatcher

National HVAC Service•Deptford Township, NJ

5d•$24 - $30•Onsite

About The Position

The HVAC Dispatcher/CSR is responsible for coordinating and managing service calls, scheduling appointments, and providing exceptional customer service to clients. The role combines administrative, quoted services and customer service duties, with a focus on ensuring smooth operations and high-quality service delivery within the HVAC industry.

Requirements

Previous experience in HVAC dispatching, customer service, or administrative roles is preferred.
Knowledge of HVAC systems and terminology is a plus but not required.
Strong communication skills (verbal and written) and a customer-focused attitude.
Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
Familiarity with service management software (e.g., ServiceTitan, FieldEdge) is a plus.
Proficient in Microsoft Office Suite (Excel, Word, Outlook) or similar tools.
High school diploma or equivalent (additional education or certification in customer service or HVAC is a plus).

Nice To Haves

Knowledge of HVAC systems and terminology is a plus
Familiarity with service management software (e.g., ServiceTitan, FieldEdge) is a plus
additional education or certification in customer service or HVAC is a plus

Responsibilities

Efficiently schedule and dispatch HVAC service calls based on technician availability, skill set, and geographical location.
Prioritize urgent calls and emergencies to ensure prompt response times.
Maintain and update dispatch schedules, ensuring no overlaps or delays in service appointments.
Answer inbound customer calls, emails, and messages, providing support, answering inquiries, and resolving concerns.
Assist customers in booking service appointments, troubleshooting issues, and explaining service details.
Handle customer complaints and escalations with professionalism, ensuring customer satisfaction.
Provide customers with accurate estimates, service descriptions, and updates on the status of their HVAC systems.
Facilitates customer care calls to insure customer satisfaction.
Accurately input customer data, service orders, and job details into the system.
Maintain accurate service records, including job status, completed work, and payment information.
Generate and track service reports, invoices, and billing information as necessary.
Communicate job details and special requirements to HVAC technicians before and during service calls.
Monitor technician progress to ensure service calls are completed on time.
Troubleshoot and provide support for technicians if challenges or issues arise during service delivery.
Assist in managing inventory for service parts and equipment, ensuring technicians have the necessary tools for each job.
Update inventory records when parts are used or replenished.
Assist with administrative tasks such as scheduling maintenance reminders, customer follow-ups, and warranty management.
Prepare and send out customer communications regarding service appointments, maintenance schedules, and promotions.