Customer Service Representative/Dispatcher

The JOY FM; Virginia (MN); On-site; USD 23,000 - 28,000; Full time

Job summary

The JOY FM is seeking a Customer Service Representative/Dispatcher in Augusta, GA to act as the central nerve for scheduling and coordinating HVAC service calls. The role requires strong communication skills, ServiceTitan proficiency, and the ability to triage calls, route technicians, and keep customers informed throughout the service process.

Responsibilities include logging detailed job data into the CRM, coordinating with field technicians, and ensuring timely updates to customers while

Qualifications

• Proficient in ServiceTitan is required.
• High school diploma or GED is needed.
• 1–3 years of experience in dispatching, customer service, call centers, or administrative support (preferably in home services like plumbing, electrical, or HVAC).

Responsibilities

• Service Call Triage: intake calls, assess urgency, log job details.
• Technician Routing & Skill Matching: match job requirements to technician level and optimize routes.
• Customer Communication: provide accurate arrival windows and proactive updates; handle delays or reschedules.
• Field Liaison: assist technicians with parts sourcing, warranty information, and update customer profiles.

Skills

ServiceTitan proficiency

CRM data logging

Multi-line phone handling

Education

High school diploma or GED

Tools

CRM software

Job description

Customer Service Representative/Dispatcher

Description

Augusta, GA $17 - $20 per hour, depending on experience Comprehensive benefits package after probationary period Monday - Friday: 8:00 AM - 5:00 PM HVAC customer service and dispatch acts as the central nerve center for heating and cooling companies, balancing operational logistics in the field with high-stakes customer care.

Core Responsibilities: Service Call Triage: Intaking incoming calls, assessing urgency (e.g., no heat during freezing temps vs. routine seasonal filter checks), and logging job details. Technician Routing & Skill Matching: Matching specific job requirements (commercial chillers, heat pumps, residential maintenance) to the right technician skill level while optimizing transit routes to reduce fuel costs and drive time. Customer Communication: Providing accurate arrival windows, proactive call-aheads when technicians are en route, and handling delays or job re-schedules transparently. Field Liaison: Assisting technicians on site with parts sourcing, warranty information, and updating customer profiles or work history.

Qualifications

Proficient in ServiceTitan is required. High school diploma or GED is needed. 1–3 years of experience in dispatching, customer service, call centers, or administrative support (preferably in home services like plumbing, electrical, or HVAC). Basic knowledge of trade concepts (e.g., heat pumps, seasonal maintenance checks, tonnage, AC vs. furnace issues) to properly triage calls and match job requirements to technician skill levels. Ability to log detailed job data into a CRM while speaking to customers across multi-line phone systems.