HVAC Dispatch & Customer Care Specialist

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

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