Lead Customer Service Representative

Waterbury Heating and Cooling; Sioux Falls (SD); On-site; USD 42,000 - 56,000; Full time

Job summary

Waterbury Heating and Cooling is seeking a Lead Customer Service Representative to guide CSRs, manage service calls, and dispatch technicians. You will optimize operations, educate customers on maintenance programs, and ensure accurate job information for timely billing.

The role requires strong communication, multitasking, and a customer-first mindset to drive service efficiency and profitability in a busy HVAC environment. On-site work with occasional coordination across teams.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to promote a positive and productive office culture.
• Strong customer service skills.
• Excellent clerical and organizational skills to keep track of schedules, routes and personnel.
• Knowledge of computers for scheduling and other dispatching duties.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Ability to handle difficult customers and situations calmly and professionally.
• Proficient in English

Responsibilities

• Efficiently dispatch technicians, equipment, or service vehicles to the appropriate locations according to customer requests, prioritizing calls to maximize revenue and profit potential.
• Answer phones and handle customer inquiries and schedule service calls with a high level of professionalism and customer service.
• Ensure technicians receive accurate and comprehensive job information before arriving on site.
• Prioritize emergency service calls and breakdowns (no heat, no cooling, water leaks, etc.). Reschedule maintenance and nonurgent appointments to accommodate emergency calls.
• Monitor the flow of service requests to ensure efficiency and maximize technician productivity.
• Maintain communication with technicians throughout service visits, adjusting dispatching as necessary to accommodate unexpected situations or emergencies.
• Utilize dispatch software to track service calls, technician routes, and availability, adjusting schedules as needed.
• Keep detailed records of service calls, technician routes, and customer feedback, using this data to identify areas for improvement.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Monitor preventative maintenance contracts and schedule service at specified intervals.
• Provide support for office tasks related to business operations.
• Ensure all job and appointment information is properly entered into software to facilitate timely billing.
• Schedule service appointments as needed.
• Educate customers about maintenance programs and schedule enrollments for interested customers
• Provide field units with information about orders, traffic, obstacles and requirements.
• Create city and state permits and schedule inspections as needed.
• Other duties as assigned.

Skills

Dispatch scheduling

Customer service

Communication

Multi-tasking

English proficiency

Education

High school diploma or equivalent

Team leadership experience preferred

Job description

The Lead Customer Service Representative is responsible for leading CSR’s, managing service calls, dispatching technicians, and optimizing operations to increase profitability, answering questions about products and services, scheduling appointments, and following up on prior calls and estimates.

PRIMARY RESPONSIBILITIES:

• Efficiently dispatch technicians, equipment, or service vehicles to the appropriate locations according to customer requests, prioritizing calls to maximize revenue and profit potential.
• Answer phones and handle customer inquiries and schedule service calls with a high level of professionalism and customer service.
• Ensure technicians receive accurate and comprehensive job information before arriving on site.
• Prioritize emergency service calls and breakdowns (no heat, no cooling, water leaks, etc.). Reschedule maintenance and nonurgent appointments to accommodate emergency calls.
• Monitor the flow of service requests to ensure efficiency and maximize technician productivity.
• Maintain communication with technicians throughout service visits, adjusting dispatching as necessary to accommodate unexpected situations or emergencies.
• Utilize dispatch software to track service calls, technician routes, and availability, adjusting schedules as needed.
• Keep detailed records of service calls, technician routes, and customer feedback, using this data to identify areas for improvement.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Monitor preventative maintenance contracts and schedule service at specified intervals.
• Provide support for office tasks related to business operations.
• Ensure all job and appointment information is properly entered into software to facilitate timely billing.
• Schedule service appointments as needed.
• Educate customers about maintenance programs and schedule enrollments for interested customers
• Provide field units with information about orders, traffic, obstacles and requirements.
• Create city and state permits and schedule inspections as needed.
• Other duties as assigned.

QUALIFICATIONS:

• Excellent communication and interpersonal skills.
• Ability to promote a positive and productive office culture.
• Strong customer service skills.
• Excellent clerical and organizational skills to keep track of schedules, routes and personnel.
• Knowledge of computers for scheduling and other dispatching duties.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Ability to handle difficult customers and situations calmly and professionally.
• Ability to relay information in a fast-paced environment.
• Proficient in English

EDUCATION/KNOWLEDGE

• High school diploma or equivalent.
• 1-2 years of office experience.
• Previous experience in customer service and or dispatch.
• Team leadership experience preferred.
• HVAC industry experience helpful, but not required.