Lead CSR & Dispatcher: HVAC Operations Leader

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

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.