Customer Service Representative

Sammsheatingandair; Plano (TX); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

401(k) plan

Health, dental, and vision insurance

Bi-weekly pay with overtime and commis

Paid time off

Paid parental leave

Referral bonuses

Training opportunities

Uniforms provided

Job summary

Samm's Heating & Air Conditioning in Plano, TX is seeking a Customer Service Representative to be the central hub of daily operations, coordinating dispatches, scheduling, and customer communications for residential and commercial HVAC services.

You will master ServiceTitan for booking, prioritize requests, de-escalate customer situations, and document interactions to keep field technicians productive. This is a full-time, on-site role with competitive pay and commission opportunities.

Qualifications

• Experience using ServiceTitan for booking and dispatch.
• Experience in HVAC/mechanical services.
• Ability to multitask in a fast-paced environment.
• Strong verbal communication and professional telephone presence.

Responsibilities

• Operate the dispatch board in ServiceTitan to book, schedule, and route calls.
• Prioritize service requests by balancing routine maintenance and urgent emergencies.
• De-escalate high-pressure customer situations with empathy and clarity.
• Translate field updates into clear explanations for residential and commercial clients.
• Document all customer interactions and system statuses for seamless coordination.
• Collaborate with field technicians to optimize daily routes and job prep.

Skills

HVAC dispatching

Communication skills

Multitasking

Education

Associate's Degree

Tools

ServiceTitan

Job description

Customer Service Representative – Keep Samm's Operations Running Smoothly

Job Overview

• Company: Samm's Heating & Air Conditioning
• Salary/Pay Rate: $22 - $25 per hour plus Commission
• Job/Employment Type: Full Time
• Project Scope: Residential and Commercial HVAC Operations
• Mandatory Licences & Certifications: None Required

The Opportunity

You will serve as the critical hub of our daily operations, ensuring our customers receive elite service and our technicians stay productive. This role gives you the power to own the schedule and directly impact our community's comfort every single day. You will thrive in a stable, family-founded environment where your trade knowledge is highly respected and rewarded.

How You Will Make an Impact

• Master the dispatch board using ServiceTitan to book, schedule, and route calls efficiently.
• Prioritize service requests dynamically by separating routine maintenance from urgent comfort emergencies.
• De-escalate high-pressure customer situations with empathy, clear communication, and professional confidence.
• Translate technical field updates into clear, understandable explanations for our residential and commercial clients.
• Document all customer interactions and system statuses accurately to ensure seamless team coordination.
• Collaborate directly with field technicians to optimize their daily travel routes and job preparation.

Required Qualifications & Experience

• Proven, hands-on experience utilizing ServiceTitan software for booking and dispatching workflows.
• Prior professional experience working within the HVAC or mechanical services industry.
• Demonstrated ability to multitask and maintain emotional composure in a fast-paced environment.
• Strong verbal communication skills and a professional telephone presence.

Preferred Qualifications & Experience

• Associate's Degree from an accredited institution.
• 2 or more years of dedicated HVAC dispatching and customer service experience.
• 401(k) retirement savings program.
• Comprehensive health, dental, and vision insurance.
• Bi-weekly pay cycle with overtime and commission potential.
• Paid time off including vacation, sick time, and recognized holidays.
• Paid parental leave for maternity and paternity.
• Robust referral bonus and project completion bonus programs.
• Continuous safety, manufacturer, and technical training opportunities.
• Provided tech package including a smartphone or tablet.
• Uniforms provided and access to exclusive company events.

About Us

Samm's Heating & Air Conditioning is a family-founded company with deep roots in the DFW community. We back our team with the resources of a growing regional brand while maintaining a culture where you are never just a number. We invest heavily in our people through premium

tools, continuous training, and leadership that actually understands the trades.

Samm's Heating & Air Conditioning is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.