HVAC Dispatcher/CSR

Cline's Heating and Air•Spokane Valley, WA

1d•Onsite

About The Position

At Cline’s Heating and Air, we don’t believe in average and neither should you. We are building a team of high performers who take pride in their work, support one another, and show up every day ready to execute at a high level. Our Customer Service & Dispatch team plays a critical role in that mission by keeping our operations running efficiently, delivering an exceptional customer experience, and driving consistent growth.This role is for someone who is proactive, organized, and thrives in a fast-moving environment. You’ll be responsible for managing schedules, supporting technicians in the field, generating opportunities through outbound calls, and helping customers make informed decisions about their home comfort systems. If you are someone who takes ownership, communicates with clarity, and wants to grow with a company that is raising the standard in the HVAC industry, we want to talk to you.

Requirements

High urgency and bias for action
Revenue-minded (not just task-oriented)
Strong communication and control of conversations
Detail-oriented with strong follow-through
Ability to multitask in a fast-paced environment
Service Titan (Proactively complete Ignite, Ember and Saphire ST training)
Problem solver under pressure

Responsibilities

Own the daily schedule with a focus on maximizing technician productivity and revenue per hour
Collaborate with the Service Manager to build, adjust, and optimize the board in real time
Dispatch technicians with clear job scopes, history, and expectations
Proactively fill open time slots, cancellations, and gaps same-day
Prioritize scheduling based on revenue impact, urgency, and membership status
Ensure technicians are fully booked 24–48 hours in advance
Monitor job progress and reallocate resources as needed to avoid downtime
Execute daily outbound calls to: Unsold estimates, Deferred repair opportunities, Maintenance/tune-up lists, Membership renewals
Drive booking of: AC/Furnace tune-ups, Indoor air quality add-ons, System replacement consultations
Identify opportunities to upsell or bundle services during inbound/outbound calls
Maintain a consistent call cadence and tracking metrics (calls, bookings, revenue generated)
Proactively call customers to collect outstanding balances (AR)
Track and follow up on aging invoices (30/60/90+)
Coordinate with Service Manager and Accounting on disputed or delayed payments
Ensure all completed jobs are: Closed out promptly, Invoiced accurately, Collected in a timely manner
Reduce AR aging and improve cash conversion cycle
Serve as the primary point of contact for scheduling, updates, and follow-ups
Set clear expectations with customers on: Arrival windows, Pricing/approval process, Next steps
Follow up after visits to: Confirm satisfaction, Address concerns, Reinforce future service opportunities
Handle high-volume calls with professionalism, urgency, and control of the conversation
Review technician notes and invoices for: Completeness, Accuracy, Proper coding and attachments
Update and finalize invoices in ServiceTitan
Ensure all jobs include: Clear descriptions, Photos (if applicable), Proper pricing and approvals
Reduce billing errors and callbacks due to miscommunication
Maintain clean, accurate customer records in ServiceTitan
Tag and track: Maintenance members, Unsold opportunities, Follow-up lists
Build and manage call lists for outbound revenue activity
Ensure all communication, notes, and job details are documented in real time
Act as the communication hub between technicians, sales, and management
Anticipate issues before they happen and solve problems proactively
Support technicians by ensuring they: Have full schedules, Have complete job information, Are set up to close and generate revenue
Maintain a sense of urgency and ownership over the board at all times
Actively promote and sell Cline’s Club Memberships on every applicable inbound and outbound call
Educate customers on the value of membership, including: Priority service, Cost savings on repairs, Preventative maintenance benefits, Extended equipment life
Present membership as the default recommendation, not an add-on
Convert: One-time service calls → membership customers, Tune-ups → membership enrollments, Unsold estimates → membership entry point
Bundle memberships with: Scheduled repairs, Tune-ups, New customer onboarding
Track and follow up on: Missed membership opportunities, Expired or canceled memberships
Maintain a running list of: Non-members for future outreach, High-probability conversion opportunities