Lead CSR/Dispatcher
About The Position
We are looking for an experienced, dependable, and highly organized Lead CSR / Dispatcher to join our growing team. We are looking for someone who can do more than answer phones and schedule appointments. This person will be a key part of our daily operations, helping coordinate customers, technicians, schedules, and the office while making sure our customers receive the level of service we expect. As our Lead CSR / Dispatcher, you will help manage the day-to-day flow of our HVAC service operation. You will be responsible for communicating with customers, dispatching technicians efficiently, monitoring the schedule, and helping the team stay organized and productive.
Requirements
- Experienced, dependable, and highly organized
- Confident, organized, personable, and able to stay calm when things get busy.
- Highly organized and detail-oriented
- Comfortable multitasking in a fast-paced environment
- An excellent communicator
- Confident speaking with customers and technicians
- Able to prioritize competing demands
- Comfortable making decisions independently
- Good at problem-solving and critical thinking
- Dependable and accountable
- Comfortable using computers and scheduling software
- Professional but personable
- Someone who takes ownership rather than waiting to be told what to do
- HVAC industry experience is required.
Nice To Haves
- HVAC service and maintenance scheduling
- Technician dispatching
- Residential or commercial HVAC
- Service call prioritization
- Estimates and replacement opportunities
- Home-service CRM or dispatch software
- Coordinating multiple technicians and calls throughout the day
Responsibilities
- Answering incoming calls and assisting customers in a friendly, professional manner
- Scheduling HVAC service, maintenance, and installation appointments
- Dispatching technicians based on location, skill set, urgency, and schedule
- Monitoring technician schedules throughout the day and making adjustments as needed
- Communicating schedule changes and updates to technicians and customers
- Following up with customers regarding appointments, estimates, repairs, and scheduling
- Handling customer concerns and working toward positive resolutions
- Keeping customer information and job notes accurate and up to date
- Helping prioritize emergency and time-sensitive service calls
- Coordinating with technicians, management, and other office staff
- Monitoring jobs throughout the day to make sure calls are progressing as expected
- Identifying scheduling issues before they become problems
- Helping improve office and dispatch procedures
- Assisting with training and supporting other CSRs as needed
- Taking ownership of the customer experience from the initial call through completion of the job
- Help keep the office running smoothly and serve as a resource for the rest of the CSR team.
- Stepping in when something needs to be handled, identifying problems, and finding solutions.
- Setting the standard for customer service, communication, organization, and professionalism within the office.
Benefits
- Competitive pay based on experience
- PTO
- paid holidays
- dental
- vision
- medical
- 401k
- Opportunity for advancement
- A professional but fun working environment
- The opportunity to play an important role in a growing company
- A team that values customer service and doing quality work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
