Lead CSR/Dispatcher

Tech-On-Deck; Timberlake (NC); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

PTO

Paid holidays

Dental insurance

Vision insurance

Medical insurance

401k

Job summary

Tech-On-Deck is seeking a Lead CSR/Dispatcher to join our HVAC service team in North Carolina. The role focuses on coordinating customers, technicians, and schedules while delivering high-quality service and ownership of the customer experience from initial contact to job completion.

Ideal candidates are highly organized, able to multitask in a fast-paced environment, and proficient with scheduling software.

Qualifications

• Highly organized and detail-oriented.
• Comfortable multitasking in a fast-paced environment.
• Excellent communicator.
• Confident speaking with customers and technicians.
• Able to prioritize competing demands.
• Capable of independent decision-making.
• Strong problem-solving and critical thinking.
• Dependable and accountable.
• Proficient with computers and scheduling software.
• Professional but personable.
• Ownership mindset.

Responsibilities

• Manage day-to-day flow of HVAC service operations.
• Communicate with customers and dispatch technicians efficiently.
• Monitor schedules and adjust as needed.
• Follow up on appointments, estimates, repairs and scheduling.
• Handle customer concerns and work toward solutions.
• Keep customer information and job notes up to date.
• Prioritize emergency and time-sensitive calls.
• Coordinate with technicians and office staff.
• Identify scheduling issues before they arise.
• Help improve dispatch procedures and train other CSRs.

Skills

Organized

Multitasking

Excellent communicator

Problem solving

Ownership mindset

Tools

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.

Your responsibilities will include:

• 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 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