Customer Service & Dispatch Specialist

Buffington Brothers Heating & Air Conditioning; Poplar Bluff (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Buffington Brothers Heating & Air Conditioning in Poplar Bluff, MO is seeking a Customer Service Representative to be the friendly first voice for customers. You will schedule service, coordinate with technicians, and keep the office moving by handling calls, billing questions, and basic admin tasks.

This full-time role requires excellent communication, strong computer skills, and the ability to multitask during peak seasons. Local shop-based position with day shifts.

Qualifications

• 2+ years of customer service experience (phone-based, dispatching, or front-desk preferred).
• Strong phone presence and clear written communication.
• Comfortable with computers, email, and scheduling/CRM software.
• Ability to multitask under pressure during peak heating and cooling season.
• Reliability, attention to detail, and a genuine willingness to help customers.

Responsibilities

• Answer inbound calls from homeowners, property managers, and commercial customers.
• Schedule service, installation, and maintenance appointments efficiently - balancing the daily route, technician skill sets, and customer needs.
• Coordinate with dispatch to assign jobs, communicate ETAs, and respond to schedule changes through the day.
• Follow up on completed jobs, outstanding quotes, and maintenance plan member renewals.
• Capture customer information accurately in the company CRM and dispatching software.
• Process payments, send invoices and receipts, and handle basic billing questions.
• Handle customer questions, scheduling changes, and escalations professionally — and loop in management when something needs more attention.
• Communicate clearly with technicians, install crews, and office staff throughout the day.
• Support the Buffington maintenance plan program - renewals, scheduling reminders, and member care.
• Help with general office administration: filing, mail, supplies, and shop visitor support.

Skills

Customer service

Phone presence

Written communication

Scheduling

CRM software

Multitasking

Reliability

Tools

ServiceTitan

Housecall Pro

FieldEdge

Job description

Buffington Brothers Heating & Air Conditioning in Poplar Bluff, MO is seeking a Customer Service Representative to be the friendly first voice for customers. You will schedule service, coordinate with technicians, and keep the office moving by handling calls, billing questions, and basic admin tasks.

This full-time role requires excellent communication, strong computer skills, and the ability to multitask during peak seasons. Local shop-based position with day shifts.