HVAC CSR/Dispatcher

Comfort Systems of Montana; Bozeman (MT); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Hourly wage $18-$25 DOE plus commissions

Health, Dental, and Vision Plans

401K Plan

Paid Time Off (Vacation, Sick Days, Personal Days)

Job summary

Comfort Systems of Montana is seeking a Customer Service Representative to manage inbound inquiries, schedule service appointments, and maintain customer records with attention to detail and quality. This role focuses on delivering exceptional service to both residential and commercial clients while supporting technicians in real-time operations.

The ideal candidate will have at least 5 years of experience in customer service and proficiency in software tools like ServiceTitan. A great opportunity to grow within a supportive and community-driven organization.

Qualifications

• 5 years of related experience and/or training in customer service, dispatching, or project management preferred.
• Proficient computer skills are required.
• Advanced knowledge of computer and software technologies.

Responsibilities

• Serve as a primary point of contact for inbound customer inquiries.
• Schedule service calls and dispatch technicians using ServiceTitan.
• Track KPI metrics and customer feedback for continuous improvement.

Skills

Customer Interaction Management

Scheduling & Dispatch

Data Management & Reporting

Issue Resolution & Escalation

Collaboration

Education

High school diploma or GED

5 years related experience in customer service

Tools

ServiceTitan

Microsoft Office 365

Job description

Overview

CUSTOMER SERVICE REPRESENTATIVE

Lead, Innovate, and Grow with Us at Comfort Systems of Montana! Comfort Systems of Montana is on the hunt for a standout HVAC CSR who’s not just looking for a job, but a mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians during a period of growth and expansion. This role focuses on delivering exceptional service for both residential and commercial clients and upholding our mission to set the HVAC standard through cutting-edge solutions and unwavering customer service excellence.

Since 1999, Comfort Systems of Montana has served Bozeman, Montana and the surrounding communities. We are a veteran-owned and local family business with a team of licensed professionals that design, install and service residential and commercial heating and cooling systems. We stand on performance and value, striving for efficiency, reliability, and customer satisfaction. This position offers a opportunity to contribute to a growing organization where your work directly impacts the company’s success.

Our mission is to set the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence. Our vision is to be the household name and the logical choice for HVAC in the Gallatin Valley. Our core values include Inspirational, Disciplined, Accountable, Transparent, Aligned, and GSD (we get sh*t done).

Key Responsibilities

• Customer Interaction Management: Serve as the primary point of contact for all inbound customer inquiries via phone, email, and text. Provide clear, professional communication regarding service timelines, pricing expectations, and next steps. Create and maintain a positive, solutions-oriented customer experience. Confirm appointments and follow up with customers before and after service calls. Collect customer feedback and manage review requests as appropriate.
• Scheduling & Dispatch: Utilize our CRM, ServiceTitan, to schedule service calls, installations, maintenance visits, and emergency appointments. Dispatch technicians in real time, ensuring optimal routing and minimal downtime. Balance technician skillsets, availability, and geographic efficiency when building daily schedules. Monitor technician status throughout the day and adjust schedules as needed. Communicate delays or schedule changes proactively to customers. Ensure same-day service opportunities are maximized when capacity allows.
• Preventative Maintenance Program Management: Schedule all preventative maintenance (PM) customers in accordance with seasonal targets. Build and maintain rolling maintenance call lists to ensure 100% agreement fulfillment. Proactively contact maintenance members to secure appointments ahead of peak seasons. Track agreement renewals, expirations, and upsell opportunities. Coordinate technician capacity to prioritize maintenance during shoulder seasons. Assist in growing and retaining the maintenance membership base.
• Data Management & Reporting: Accurately enter and maintain customer records in ServiceTitan. Track KPIs including booking rates, maintenance conversion, average ticket, and technician utilization. Generate reports to inform management on scheduling efficiency, customer trends, and revenue performance. Maintain accurate call types, tags, and job documentation for reporting integrity.
• Issue Resolution & Escalation: Address customer concerns or complaints with professionalism and urgency. De-escalate situations while protecting company standards and policies. Escalate technical or complex issues to management when necessary. Ensure all service recovery actions are documented and closed out properly.
• Revenue & Opportunity Capture: Identify opportunities to convert inbound calls into booked appointments. Support technicians by properly setting expectations and gathering job details prior to dispatch. Assist in follow-up on unsold estimates and open opportunities. Support marketing campaigns by scheduling promotional calls and seasonal specials.
• Quality Control & Process Improvement: Review daily dispatch performance and technician productivity. Identify scheduling inefficiencies and recommend improvements. Maintain call scripts and ensure consistent communication standards. Participate in ongoing ServiceTitan training and process development.
• Collaboration & Integration: Work closely with Service Managers, Install Coordinators, Sales, and Billing to ensure seamless operations. Coordinate with accounting to verify billing accuracy and payment collection. Support marketing initiatives with outbound campaigns and customer outreach. Contribute to weekly meetings with scheduling metrics and performance updates.

Education & Experience

• 5 years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience is preferred.
• Knowledge of the industry is recommended but not required. High school diploma or general education degree (GED).
• Proficient computer skills are required. Advanced knowledge of computer and software technologies such as iOS, Windows OS, CRM Software, Service Titan, Office 365, Word, and Excel.

Candidate Profile

• A self-starting, highly motivated and goal-oriented individual.
• Excellent attention to detail with emphasis on quality.
• Very organized with a systematic approach to achieving accuracy and efficiency.
• Well-developed interpersonal skills. Professionally and technically competent.
• Confident, assertive, ethical, and ambitious. Analytical with the ability to examine issues from multiple viewpoints while multitasking.
• Team player—works well with others.
• CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.

Benefits & Culture

• $18-$25 DOE hourly plus commissions and performance bonuses.
• On-going training and personal development.
• Health Plan.
• Dental Plan.
• Vision Service Plan.
• 401K Plan.
• Opportunity for advancement.
• Mentorship with emphasis on personal, professional, and financial goals.
• Paid Time Off (Vacation, Sick Days, Personal Days).
• Our family of employees participate in hunting trips, camping trips, BBQs and other activities throughout the year.

Why Join Us

As the Customer Service Representative at Comfort Systems of Montana, you will contribute to driving our service division to new heights, ensuring operational excellence within a team of dedicated professionals and impacting revenue growth. You will have opportunities to grow, earn additional income on a performance-based plan, and be part of a culture that values growth, teamwork, and excellence.

About Comfort Systems Of MT

Comfort Systems of Montana is the region’s leading new-construction HVAC partner, delivering turnkey heating and cooling solutions for residential and commercial projects. From custom homes to large-scale commercial builds, our team handles design, installation, and commissioning with precision and reliability. We leverage Carrier technology and best-in-class controls to optimize efficiency, comfort, and long-term performance. Our people are our differentiator, with many team members having long-tenured experience. As a locally owned and veteran-founded company, we value hard work, integrity, and community. We strive to deliver on time and on budget, and your reputation matters here. Let’s build something great together.