HVAC Dispatch and Customer Experience Specialist

Yellowstone Local; Stratford (CT); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) with company match

Paid time off

Career growth

Stable, full-time employment

Job summary

Yellowstone Local in Stratford, CT seeks an on-site Customer Service/Dispatch Specialist to support residential HVAC customers. You will handle calls and emails, schedule service visits, and drive bookings with clear, courteous communication.

Ideal candidates have 3–5+ years in customer-facing roles, strong CRM skills, and the ability to coordinate technicians efficiently. Full-time, on-site position with growth within a respected multi-brand service team.

Qualifications

• 3 to 5+ years of experience in customer service, call center, inside sales, dispatch, or another customer-facing role.
• Ability to manage a high volume of inbound calls and customer inquiries in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and conflict resolution abilities.
• Strong computer proficiency and the ability to learn CRM and scheduling software quickly.
• Experience using CRM platforms or dispatch software; ServiceTitan and Pipedrive experience is a plus.

Responsibilities

• Work on-site in Stratford, Connecticut, supporting residential HVAC customers across Fairfield and New Haven Counties.
• Answer inbound phone calls, emails, and online inquiries promptly while delivering professional, friendly customer service.
• Schedule HVAC service appointments, maintenance visits, replacement consultations, and customer surveys.
• Convert inbound inquiries into booked appointments through effective communication and active listening.
• Ask thoughtful questions to understand customer needs and connect them with the appropriate technician or sales representative.
• Manage the daily dispatch board using ServiceTitan by assigning technicians based on location, skills, availability, and urgency.
• Monitor technician schedules throughout the day and adjust dispatch routes to maximize efficiency and customer satisfaction.
• Communicate appointment updates, arrival windows, delays, and schedule changes proactively with customers.
• Maintain accurate customer records, call notes, and opportunity updates within the CRM.
• Resolve customer concerns professionally and de-escalate issues with empathy and sound judgment.
• Track booking performance, call volume, appointment conversions, and related customer service metrics.
• Follow established customer service processes while contributing ideas to improve operational efficiency.
• Perform additional customer support and dispatch responsibilities as needed.

Skills

Customer service

Phone handling

Dispatch coordination

CRM software

Bilingual English/Spanish

Tools

ServiceTitan

Pipedrive

Job description

Yellowstone Local in Stratford, CT seeks an on-site Customer Service/Dispatch Specialist to support residential HVAC customers. You will handle calls and emails, schedule service visits, and drive bookings with clear, courteous communication.

Ideal candidates have 3–5+ years in customer-facing roles, strong CRM skills, and the ability to coordinate technicians efficiently. Full-time, on-site position with growth within a respected multi-brand service team.