Dispatcher/Customer Service Representative

4 SEASONS AIR CONDITIONING & HEATING, INC.; Orlando (FL); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Growth and career development

Dynamic, fast-paced environment

Impact on customer satisfaction and效率

Job summary

4 Seasons Air Conditioning & Heating, Inc. in Orlando, FL is seeking a Dispatcher/Customer Service Representative to coordinate service calls and dispatch technicians in a fast-paced environment.

You will assess customer needs, schedule appointments, and ensure high-quality service while maintaining accurate records. The role emphasizes multitasking, clear communication, and professional handling of inquiries, with opportunities to grow within a dynamic team.

Qualifications

• High school diploma or equivalent.
• Experience in dispatch, customer service, or a similar role preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone and email with timely, accurate communication.
• Provide detailed information regarding services, scheduling, and options.
• Efficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations.
• Maintain accurate records of appointments, customer details, and job statuses for reference and follow-up.
• Address customer concerns or complaints professionally and resolve issues promptly.
• Ensure proper follow-up to confirm issue resolution and customer satisfaction.
• Organize and maintain an up-to-date customer database and process all necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products to enhance customer value.
• Guide customers in making informed decisions about services to meet their needs.
• Contribute to team discussions aimed at improving processes and enhancing service quality.

Skills

Verbal communication

Written communication

Multitasking

Problem solving

Education

High school diploma

Tools

ServiceTitan

MS Office

GPS tracking

Excel

Job description

Dispatcher/Customer Service Representative – Full-time position in Orlando, FL

About The Role

As a Dispatcher/Customer Service Representative (CSR), you will be a key player in maintaining operational efficiency by coordinating service calls and dispatching technicians. Your primary responsibility will be to assess customer needs and align them with technician availability, ensuring the delivery of high-quality service and seamless operations. Your ability to multitask, prioritize tasks, and handle scheduling challenges will be critical in supporting the overall success of our operations.

Key Responsibilities

• Respond promptly to customer inquiries via phone and email, ensuring timely and accurate communication.
• Provide detailed information regarding services, scheduling, and available options.
• Efficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations and exceed customer expectations.
• Maintain accurate records of appointments, customer details, and job statuses for reference and follow-up.
• Address customer concerns or complaints professionally and resolve issues promptly.
• Ensure proper follow-up to confirm issue resolution and ensure customer satisfaction.
• Organize and maintain an up-to-date customer database and process all necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products to enhance customer value.
• Guide customers in making informed decisions about services to meet their needs.
• Contribute to team discussions aimed at improving processes and enhancing service quality.
• Maintain a clear board by moving unfinished calls to the following business day.
• Update builders on work order statuses via builder portals.
• Follow up on “parts ready” tickets and confirm scheduling with homeowners.

Requirements

• High school diploma or equivalent.
• Previous experience in dispatch, customer service, or a similar role preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics industries is a plus.

Technical Skills

• Proficiency in scheduling and dispatching software (e.g., ServiceTitan).
• Strong computer skills, including Microsoft Office (Word, Excel, Outlook).
• Ability to use GPS tracking and mapping systems.
• Data entry and record-keeping accuracy.

Communication & Customer Service Skills

• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle high-pressure situations and multitask effectively.
• Professional and courteous phone etiquette.

Organizational & Analytical Skills

• Strong attention to detail and ability to prioritize tasks.
• Ability to manage multiple service requests and coordinate field technicians efficiently.
• Strong time management skills and ability to adapt to changing priorities.

Other Key Qualifications

• Ability to work independently and as part of a team.
• Strong conflict-resolution skills and ability to de-escalate difficult customer interactions.
• Familiarity with industry terminology and procedures is a plus.
• Ability to work flexible hours, including evenings and weekends, if required.

Why Join?

• Competitive compensation and benefits package.
• Opportunity to work in a dynamic and fast-paced environment.
• Supportive team culture with growth and career development opportunities.
• A chance to make a direct impact on customer satisfaction and operational efficiency.

If you’re a highly organized, customer-focused professional looking for an exciting opportunity in dispatch and customer service, we encourage you to apply!

Ready to Join Our Team?

Why settle for less when you can join a team that values your contribution and offers opportunities for growth?