Customer Service Representative/Dispatcher

Job Overview

We are seeking a skilled and dedicated Service Dispatcher to join our team. The Service Dispatcher is a key point of contact for both customers and technicians at Best Heating and Cooling. This role is responsible for coordinating service calls, scheduling technicians efficiently, and providing friendly, professional support to customers. The Service Dispatcher helps ensure smooth daily operations, timely service, and a positive customer experience from the first phone call to job completion.

This position requires strong communication skills, organization, and the ability to multitask in a fast-paced environment while maintaining accuracy and a calm, helpful attitude.

As a key member of the office team, the Service Dispatcher plays a vital role in keeping daily operations running smoothly. Consistent attendance and dependability are critical, as this position directly supports customer service and technician scheduling throughout the day. This position is Monday through Friday 6:30am to 3:30pm with a one hour lunch.

We use ServiceTitan as our field dispatching software, experience with this program is also a plus.

Responsibilities

• Answer incoming calls and assist customers with scheduling service appointments
• Dispatch service technicians efficiently based on location, priority, and skill set
• Communicate clearly with technicians throughout the day regarding job details, changes, and updates
• Enter and update customer and job information accurately in scheduling software
• Monitor daily schedules and adjust as needed for emergencies or delays
• Provide customers with arrival windows, follow-ups, and basic service information
• Support the service team with administrative tasks as needed

Experience

• Experience using ServiceTitan is required, including the ability to navigate the platform to schedule and dispatch technicians, manage job assignments, update customer information, and maintain accurate service records.
• Strong phone and communication skills
• Excellent organization and time-management abilities
• Ability to multitask and adapt to changing schedules
• Basic computer and data entry skills
• Professional, friendly, and dependable demeanor
• Decent understanding of HVAC solutions or systems is a plus.
• Excellent problem-solving skills with the ability to troubleshoot complex issues independently or as part of a team.

Benefits

• Competitive Pay, based on Performance. Starting pay is mostly dependent on experience.
• Employer/Employee Reviews every 90 days to ensure good 2-way communication and that pay is always on par with cost of living increases or inflation.
• Self-directed Simple IRA provided with a 3% match after 90 days.
• Incentives for longevity with the company.
• Spiffs available
• Long standing high quality customer base.
• Rural market makes for easier commuting and diverse scenery/ work locations.
• We have an existing Experienced & knowledgeable team, great for a inclusive learning environment.
• Health and vision insurance available.

The Service Dispatcher helps keep Best Heating and Cooling running smoothly by being the connection between customers and technicians. This role directly impacts customer satisfaction, technician efficiency, and the overall success of the service department.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• This is a vital, in-office role that supports daily operations. Are you able to reliably work your scheduled shifts and maintain consistent attendance?

Work Location: In person