Client Care Rep/Dispatcher

Thermo Direct, Inc.; Raleigh (NC); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

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 growth

Family-oriented environment

Healthy work-life balance

Job summary

Thermo Direct, Inc. in Raleigh, NC is seeking customer-focused individuals to join the Service Operations Team as Customer Service Representatives and Dispatchers.

You’ll handle calls, schedule appointments, and support field staff, with a clear path from CSR to Dispatcher through training and performance. Base compensation ranges from $20.00 to $25.00 per hour, plus performance-based bonuses and commissions on memberships.

Qualifications

• Minimum of 2 years of customer service experience.
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Proficiency with computers and Microsoft Office.
• Dispatching or scheduling experience is a plus; training provided.
• HVAC, Plumbing or home service industry experience preferred but not required.

Responsibilities

• Answer inbound customer calls with professionalism, empathy, and enthusiasm.
• Schedule service, maintenance, and installation appointments.
• Make outbound calls to confirm appointments and promote memberships.
• Resolve customer concerns and maintain accurate records.
• Support technicians and office staff with daily tasks.
• Dispatch and coordinate technicians to optimize schedules and service delivery.

Skills

2+ years in customer service

strong communication

interpersonal skills

organizing and multitasking

calm under pressure

team oriented

Tools

Microsoft Office

Job description

Thermo Direct | Where Your Work Truly MattersAt 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.Compensation$20.00 - $25.00 per hour, based on experience and positionPerformance-based bonus opportunitiesCommission opportunities on maintenance memberships and company initiativesClear career path from Customer Service Representative to Dispatcher through company-provided training and developmentCareer PathAt Thermo Direct, we believe in promoting from within.As a Customer Service Representative, you'll learn our systems, processes, and commitment to exceptional customer care. As you gain experience and demonstrate strong organizational and communication skills, you'll have the opportunity to receive dispatcher training and transition into a Dispatcher role with increased responsibilities and career growth.Customer Service Representative ResponsibilitiesAnswer inbound customer calls with professionalism, empathy, and enthusiasmSchedule service, maintenance, and installation appointmentsMake outbound calls to confirm appointments and promote maintenance membershipsResolve customer concerns and provide exceptional customer serviceMaintain accurate customer records and documentationSupport technicians and office staff with daily administrative tasksEnsure every customer interaction reflects Thermo Direct's commitment to excellenceDispatcher ResponsibilitiesDispatch HVAC and Plumbing technicians efficiently throughout the dayBuild and optimize technician schedules for maximum productivityPrioritize emergency and same-day service callsMonitor technician progress and adjust schedules in real timeCommunicate schedule changes and delays proactively with customers and field staffCoordinate with managers and technicians to maximize efficiency and customer satisfactionTrack scheduling metrics, call volume, and departmental goalsQualificationsMinimum of 2 years of customer service experienceStrong communication and interpersonal skillsExcellent organizational and multitasking abilitiesAbility to remain calm and effective in a fast-paced environmentProficiency with computers and Microsoft OfficePositive attitude and team-oriented mindsetHVAC, Plumbing, Electrical, or home service industry experience is preferred but not requiredDispatching or scheduling experience is a plus but not required—we are willing to train the right candidateWhy Join Thermo Direct?We believe taking care of our employees is the first step to taking care of our customers.Benefits IncludeMedical, Dental & Vision InsuranceCompany-paid Life InsuranceShort-Term Disability401(k) with Company MatchFlexible Spending Account (FSA)Paid VacationPaid Sick LeaveFloating HolidaysSeven Paid Company HolidaysYear-round stable employmentOngoing training and career advancement opportunitiesFamily-oriented, supportive work environmentHealthy work-life balanceBuild Your Career With UsWhether you're an experienced Dispatcher or a customer service professional looking to take the next step in your career, Thermo Direct offers a clear path for growth and long-term success.Apply today and become part of a team that values hard work, supports your development, and recognizes your contributions every day.