HVAC Dispatcher / Customer Service Representative

Are you a customer service expert who has excellent communication and interpersonal skills? Do you want customers to feel listened to and cared for? Are you great on the phone? Can you prioritize your day for maximum efficiency? Do you have a positive and enthusiastic attitude? Do you enjoy watching moving pieces fit together like a puzzle and solving unique challenges? If this sounds like you, keep reading.

Successful HVAC company in Conroe, TX, is actively seeking an HVAC Dispatcher / Customer Service Representative to join our growing, highly congenial workplace.

About Our Workplace: At Luxury Air LLC, we firmly believe that excellent service should be the norm, not a rarity. Our goal is to provide all of Montgomery County with a service that feels extravagant but remains affordable. We do that by treating every customer as we would want to be treated. We’ve assembled a team that prioritizes customer service above all else.

As an HVAC Dispatcher / Customer Service Representative, you are the front line of customer service! Your key role’s primary functions are to coordinate the scheduling of HVAC repairs and maintenance. Act as primary contact between the customer and the company, exemplifying our core values by showing respect, integrity, and service.

Job Duties & Responsibilities:

• Receives inbound calls, actively listens to the customer’s requests, prioritizes the requests, while responding efficiently and maintaining high customer satisfaction.
• Assesses the skills and availability of technicians to find the most suitable match for the job.
• Maintains the dispatch board and maximizes jobs using routing, maps, and customer information to determine the most efficient and productive scheduling.
• Dispatches service technicians from home to the first call and then one call at a time.
• Forecasts the workload 2-3 days out.
• Orders, receives incoming parts, and coordinates status updates and follow-up appointments with customers.
• Verifies warranty information, processes warranty claims, and facilitates the return of warranty parts.
• Maintains the maintenance agreements, including scheduling, staging materials, database information, and renewals.
• Engages in customer discussions professionally and politely to uncover their needs and work with team leaders to address issues beyond their knowledge base.
• Maintains vehicle service log.
• Performs other duties as requested by management, which may include cross-training in related positions.

Work Experience: 1-3 years

Work Hours: Monday – Friday, 7:30 am – 4:30 pm

Benefits: We offer Health, Dental, and Vision. Paid vacation and Paid Holidays. 401(k) with company match. SPIFF opportunities.

Pay: $38,000 - $45,750

Skills & Requirements

• Outstanding customer service skills, including a pleasant phone demeanor and active listening
• Outstanding verbal and written communication skills
• Knowledge of (or willingness to learn) HVAC terminology and software
• Geographical knowledge of the service area or map reading skills
• Proficient with computers, phones, and other office equipment
• Ability to work independently as well as part of a team
• Ability to multitask and juggle multiple priorities
• Demonstrate an attention to detail with strong data entry skills
• Strong organizational and problem-solving skills
• Ability to maintain a positive attitude while under pressure
• Patience and endurance to sit/stand behind a desk all day
• Clean, neat, and professional appearance
• Valid driver’s license
• Pass a background test
• High school diploma or equivalent
• Past HVAC customer service or dispatching experience is a plus

Are you ready to join our team?
If you feel that you would be right for this dynamic HVAC Dispatcher / Customer Service Representative position, submit a copy of your current resume with a brief cover letter describing why you applied and your skills that will make you a great addition to our team!

We look forward to meeting you!