Lead CSR/Dispatcher

Tech-On-Deck; Durham (NC); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Paid time off

Vision insurance

Job summary

Tech-On-Deck is seeking a Lead CSR / Dispatcher to manage the daily flow of our HVAC service operation, coordinate customers and technicians, and keep the office organized and productive. This lead role requires proactive problem-solving, clear communication, and a customer-first mindset.

You will oversee scheduling, dispatching, and coordination with management to ensure efficient service delivery and exceptional customer experiences. On-site, full-time role with opportunities for advancement.

Qualifications

• HVAC experience is required and residential/commercial systems knowledge is a plus.
• Experience with service call prioritization and technician dispatching is preferred.
• Strong communication and organizational abilities are essential.

Responsibilities

• Answering calls and assisting customers professionally.
• Scheduling HVAC service, maintenance and installation appointments.
• Dispatching technicians based on location, skill, urgency, and availability.
• Monitor and adjust schedules to keep operations smooth.
• Communicate schedule changes to customers and technicians.
• Take ownership of the customer experience from first contact to job completion.
• Help train and support other CSRs as needed.

Skills

Leadership

Organizational skills

Communication

Customer service

Problem-solving

Multitasking

Independent decision making

Tools

Home-service CRM

Dispatch software

Job description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid time off
• Vision insurance

We are looking for an experienced, dependable, and highly organized Lead CSR / Dispatcher to join our growing team.

We are looking for someone who can do more than answer phones and schedule appointments. This person will be a key part of our daily operations, helping coordinate customers, technicians, schedules, and the office while making sure our customers receive the level of service we expect.

What You'll Do

As our Lead CSR / Dispatcher, you will help manage the day-to-day flow of our HVAC service operation. You will be responsible for communicating with customers, dispatching technicians efficiently, monitoring the schedule, and helping the team stay organized and productive.

• Answering incoming calls and assisting customers in a friendly, professional manner
• Scheduling HVAC service, maintenance, and installation appointments
• Dispatching technicians based on location, skill set, urgency, and schedule
• Monitoring technician schedules throughout the day and making adjustments as needed
• Communicating schedule changes and updates to technicians and customers
• Following up with customers regarding appointments, estimates, repairs, and scheduling
• Handling customer concerns and working toward positive resolutions
• Keeping customer information and job notes accurate and up to date
• Helping prioritize emergency and time-sensitive service calls
• Coordinating with technicians, management, and other office staff
• Monitoring jobs throughout the day to make sure calls are progressing as expected
• Identifying scheduling issues before they become problems
• Helping improve office and dispatch procedures
• Assisting with training and supporting other CSRs as needed
• Taking ownership of the customer experience from the initial call through completion of the job

What We're Looking For

The ideal candidate is confident, organized, personable, and able to stay calm when things get busy.

You should be:

• Highly organized and detail-oriented
• Comfortable multitasking in a fast-paced environment
• An excellent communicator
• Confident speaking with customers and technicians
• Able to prioritize competing demands
• Comfortable making decisions independently
• Good at problem-solving and critical thinking
• Dependable and accountable
• Comfortable using computers and scheduling software
• Professional but personable
• Someone who takes ownership rather than waiting to be told what to do

Lead Responsibilities

This is a lead position, so we're looking for someone who can help keep the office running smoothly and serve as a resource for the rest of the CSR team.

You should be comfortable stepping in when something needs to be handled, identifying problems, and finding solutions. We want someone who sees what needs to be done and takes action.

You will help set the standard for customer service, communication, organization, and professionalism within the office.

HVAC Experience

HVAC industry experience is required. Experience with the below is a plus:

• HVAC service and maintenance scheduling
• Technician dispatching
• Residential or commercial HVAC
• Service call prioritization
• Estimates and replacement opportunities
• Home-service CRM or dispatch software
• Coordinating multiple technicians and calls throughout the day

What We Offer

• Competitive pay based on experience
• PTO, paid holidays, dental, vision and medical, 401k
• Full-time position
• Opportunity for advancement
• A professional but fun working environment
• The opportunity to play an important role in a growing company
• A team that values customer service and doing quality work

If you're an experienced CSR or dispatcher who is ready to take the next step into a lead role, we'd love to hear from you.