Customer Service Rep

Kandkheatingandcooling; Parma (OH); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Competitive pay

Paid time off

Retirement benefits

Job summary

K&K Heating & Cooling in Parma, Ohio is looking for a Dispatcher to manage service calls and organize technician schedules. The ideal candidate excels in communication and multitasking within a fast-paced environment. This full-time role emphasizes customer service and teamwork.

The Dispatcher efficiently coordinates daily operations to ensure prompt and professional service. This position offers competitive pay, health insurance, PTO, and opportunities for personal growth within a supportive team environment.

Qualifications

• Strong phone presence and excellent communication skills.
• Ability to organize and multitask effectively.
• Experience in a fast-paced, deadline-driven environment.

Responsibilities

• Answer incoming customer calls and schedule appointments.
• Dispatch and route technicians based on various factors.
• Monitor technician progress and communicate updates.

Skills

Communication skills

Organizational abilities

Multitasking skills

Customer service skills

Proficiency with scheduling software

ServiceTitan experience

Job description

K&K Heating & Cooling is a trusted residential HVAC service, repair, and installation company serving Northeast Ohio. We take pride in quality workmanship, honest service, and treating our customers like family. As our team grows, we're looking for an organized, customer-focused Dispatcher to keep our daily operations running smoothly and our technicians moving.

The Dispatcher is the heartbeat of our service department - the central link between our customers and our field technicians. In this role, you'll manage incoming service calls, schedule and route technicians efficiently, and make sure every customer receives prompt, professional service. This is a fast-paced position ideal for someone who thrives on organization, clear communication, and keeping the day on track.

Key Responsibilities

• Answer incoming customer calls and schedule service, maintenance, and installation appointments
• Dispatch and route technicians efficiently based on location, skill set, and job priority
• Monitor technician progress throughout the day and adjust the board as needed
• Proactively communicate arrival windows, delays, and updates to customers
• Maintain accurate customer records, job notes, and scheduling data in our software system
• Triage and prioritize emergency and same-day calls, especially no-heat and no-cool situations
• Follow up with customers on outstanding estimates, recommended repairs, and maintenance agreement renewals
• Support the service manager with daily operational tasks and reporting
• Keep a positive, solutions-oriented attitude under pressure

Qualifications

• Strong phone presence with excellent communication and customer service skills
• Sharp organizational and multitasking abilities
• Comfortable working in a fast-paced, deadline-driven environment
• Proficient with computers and scheduling/dispatch software
• ServiceTitan experience is a strong plus
• HVAC industry background or knowledge is a plus
• Dependable, punctual, and team-oriented

What We Offer

• Competitive pay based on experience
• Full-time, stable schedule
• Health insurance, PTO, retirement, etc.
• A supportive, family-style team with room to grow