Senior Customer Support Representative
About The Position
Airco, a leading residential & commercial HVAC/Mechanicals contractor in Troy, Illinois, is seeking an experienced Senior Customer Service Representative / Lead Dispatcher to oversee daily service scheduling and support the performance of our CSR team. This role is ideal for a professional with 5+ years of HVAC or mechanical service coordination experience who excels in operational efficiency, customer communication, and team mentorship. You will play a leadership role within the service department, managing complex scheduling logistics, handling escalated customer issues, and ensuring technician productivity aligns with company performance goals.
Requirements
- High school diploma or GED required
- Minimum of 5+ years of customer service experience
- At least 3 years in HVAC/mechanical service coordination or dispatch
- Proven experience handling escalated customer situations and high-volume scheduling
- Demonstrated leadership ability or experience mentoring team members
- Strong proficiency in CRM/dispatch platforms (ServiceTitan or similar strongly preferred)
- Excellent communication, problem-solving, and organizational skills
- Ability to prioritize workload, make independent decisions, and manage competing demands
- Reliable attendance and ability to work full-time in-office
Nice To Haves
- Additional business or management coursework preferred
- Strong understanding of HVAC service workflows and terminology preferred
- Valid driver’s license preferred
Responsibilities
- Lead daily scheduling and dispatch operations to maximize technician efficiency and revenue capture.
- Handle escalated customer concerns and resolve service-related issues professionally and promptly.
- Oversee work order accuracy, job status tracking, and technician schedule optimization.
- Support and mentor junior CSRs; assist with onboarding and training of new team members.
- Monitor call metrics, booking rates, and maintenance agreement scheduling performance.
- Coordinate emergency and after-hours service dispatch as part of a structured rotation.
- Collaborate with Service Manager to improve processes, communication flow, and customer experience standards.
- Assist with service reporting, billing coordination, and KPI tracking.
- Maintain strong communication with field technicians regarding job changes, material needs, and timeline adjustments.
- Ensure adherence to company standards, safety protocols, and service excellence expectations.
Benefits
- Competitive hourly pay ($24–$28/hr based on experience)
- Performance-based bonuses (5–10% potential annual variable compensation)
- Health, dental & vision insurance
- 401(k) with company match
- Paid holidays & PTO
- Leadership development & training opportunities
- Company-branded apparel
- Career advancement pathway into Service Management
- Supportive, high-performance team culture
- Stable year-round commercial service portfolio
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
