HVAC & Plumbing CSR/Dispatcher
About The Position
At Thermo Direct, we're more than an HVAC, Electrical & Plumbing company—we're a family-owned business built on one core value: Care. We care deeply about our customers, our employees, and the communities we serve. We're growing and looking for organized, customer-focused individuals to join our Service Operations Team as Customer Service Representatives (CSRs) and Dispatchers. Whether you have dispatch experience or are looking to build a career in the home service industry, we offer an opportunity to grow. Many candidates hired into this role will begin as a Customer Service Representative and, through hands-on training and demonstrated performance, have the opportunity to advance into a Dispatcher position. If you thrive in a fast-paced environment, enjoy helping people, and are looking for a company that invests in your future, we'd love to meet you.
Requirements
- Minimum of 2 years of customer service experience
- Strong communication and interpersonal skills
- Excellent organizational and multitasking abilities
- Ability to remain calm and effective in a fast-paced environment
- Proficiency with computers and Microsoft Office
- Positive attitude and team-oriented mindset
Nice To Haves
- HVAC, Plumbing, Electrical, or home service industry experience is preferred but not required
- Dispatching or scheduling experience is a plus but not required—we are willing to train the right candidate
Responsibilities
- Answer inbound customer calls with professionalism, empathy, and enthusiasm
- Schedule service, maintenance, and installation appointments
- Make outbound calls to confirm appointments and promote maintenance memberships
- Resolve customer concerns and provide exceptional customer service
- Maintain accurate customer records and documentation
- Support technicians and office staff with daily administrative tasks
- Ensure every customer interaction reflects Thermo Direct's commitment to excellence
- Dispatch HVAC and Plumbing technicians efficiently throughout the day
- Build and optimize technician schedules for maximum productivity
- Prioritize emergency and same-day service calls
- Monitor technician progress and adjust schedules in real time
- Communicate schedule changes and delays proactively with customers and field staff
- Coordinate with managers and technicians to maximize efficiency and customer satisfaction
- Track scheduling metrics, call volume, and departmental goals
Benefits
- Medical, Dental & Vision Insurance
- Company-paid Life Insurance
- Short-Term Disability
- 401(k) with Company Match
- Flexible Spending Account (FSA)
- Paid Vacation
- Paid Sick Leave
- Floating Holidays
- Seven Paid Company Holidays
- Year-round stable employment
- Ongoing training and career advancement opportunities
- Family-oriented, supportive work environment
- Healthy work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
