HVAC Customer Service Representative

West Central Arkansas Planning And Development District, Inc.; Norman (AR); On-site; USD 42,000 - 62,000; Full time

Job summary

West Central Arkansas Planning And Development District, Inc. seeks an HVAC Customer Service Representative/Dispatcher to be the primary liaison among customers, technicians, and office staff, ensuring service calls are handled promptly and that technicians stay on schedule with accurate records.

The role emphasizes strong communication and organizational skills, with the ability to manage multiple priorities and maintain up-to-date documentation in Excel and related systems.

Qualifications

• Minimum of one year of dispatching experience is required.
• Previous experience in HVAC, home services, customer services, scheduling or an office environment is preferred.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple calls, jobs, technicians and administrative responsibilities.
• Comfortable working with spreadsheet, email, online systems and other basic office technology.
• Ability to maintain accurate and detailed records.
• Dependable and able to work effectively both independently and as part of a team.

Responsibilities

• Provide professional, courteous, and timely assistance to customers.
• Receive, coordinate and follow up on customer service calls and HVAC calls.
• Dispatch and monitor service technicians to help ensure they arrive at their assigned locations as scheduled.
• Review preview service calls and jobs to ensure notes, updates, and other required information have been properly documented on excel sheet.
• Maintain accurate spreadsheets and records for service calls, jobs, maintenance agreements, and other office activities.
• Review completed/upcoming jobs to identify parts or materials that need to be ordered. Will order necessary HVAC parts and maintain records of orders.
• Review Google calls and customer reviews. Will provide timely, professional responses to reviews.
• Follow up on outstanding jobs, customer needs, technician notes, and required documentation.
• Complete general administrative and office duties necessary to support daily operations.
• Communicate questions or concerns promptly and ask for clarification when instructions or expectations are unclear.

Skills

Dispatching

Customer service

Communication

Organization

Multitasking

Tools

Excel

Email

Office software

Job description

Position Summary

Company is seeking a dependable, organized, and customer-focused HVAC Customer Service Representative/Dispatcher to support the daily operations of their HVAC services team. This position serves as an important point of contact between customers, technicians and office staff and is responsible for helping ensure that services calls are handled promptly, technicians stay on schedule, and accurate records are maintained. The ideal candidate will have strong communication and organizational skills and be comfortable managing multiple priorities. The position is Monday-Friday from 8:00 AM to 5:00 PM.

Key Responsibilities

• Provide professional, courteous, and timely assistance to customers
• Receive, coordinate and follow up on customer service calls and HVAC calls
• Dispatch and monitor service technicians to help ensure they arrive at their assigned locations as scheduled
• Review preview service calls and jobs to ensure notes, updates, and other required information have been properly documented on excel sheet
• Maintain accurate spreadsheets and records for service calls, jobs, maintenance agreements, and other office activities
• Review completed/upcoming jobs to identify parts or materials that need to be ordered. Will order necessary HVAC parts and maintain records of orders
• Review Google calls and customer reviews. Will provide timely, professional responses to reviews
• Follow up on outstanding jobs, customer needs, technician notes, and required documentation
• Complete general administrative and office duties necessary to support daily operations
• Communicate questions or concerns promptly and ask for clarification when instructions or expectations are unclear

Qualifications

• Minimum of one year of dispatching experience is required
• Previous experience in HVAC, home services, customer services, scheduling or an office environment is preferred
• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to prioritize multiple calls, jobs, technicians and administrative responsibilities
• Comfortable working with spreadsheet, email, online systems and other basic office technology.
• Ability to maintain accurate and detailed records
• Dependable and able to work effectively both independently and as part of a team.

About The West Central Arkansas Workforce Development Area

The West Central Arkansas Workforce Development Centers specialize in recruiting and placing skilled professionals in a variety of industries on behalf of employers in Central Arkansas. We help people find jobs and provide workforce solutions to businesses. WCAPDD/Arkansas Workforce Center is an “equal opportunity employer/program,” and “auxiliary aids and services are available upon request to individuals with disabilities.” Arkansas Relay Service: 1-800-285-1121 (Voice) 1-800-285-1131 (TDD) or TDD 711.