Representative 2, Call Center

CoolSys; Phoenix (AZ); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401(K) with company match

Tuition reimbursement

Life insurance

Life insurance, AD&D, disability

Tuition reimbursement

Employee discounts

Pet Insurance

Legal Plan, ID Theft Protection

Job summary

CoolSys is hiring a Dispatch/Call Center Associate in the Phoenix area to manage service requests from receipt to dispatch. You will coordinate with technicians, monitor SLAs, and keep customers informed while maintaining a high standard of service.

The role requires at least 2 years in a fast-paced dispatch or call center; strong communication and multitasking skills are essential. Weekend/overtime flexibility and a teamwork mindset are important for success.

Qualifications

• 2+ years of Call Center/Dispatch experience or similar fast-paced environment.
• Stay calm under pressure and manage multiple tasks.
• Excellent verbal and written communication and a strong sense of urgency.

Responsibilities

• Prioritize incoming calls and inquiries.
• Assign and dispatch technicians to service requests.
• Collaborate with Service Managers on open calls and SLAs.
• Maintain proactive communication with customers about status and delays.
• Verify nightly on-call crew readiness and coverage.
• Understand market geography and technician availability.

Skills

Call Center

Dispatch

Communication

Multitasking

Customer Service

Verbal and written communication

Sense of urgency

Reliable and dependable

Flexible schedule

Customer service mindset

Education

High school diploma or GED

AA degree

AA degree

Tools

Email

Microsoft Word

Excel

Job description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $20-22/HR depending on experience


• Benefits: Medical, Dental, Vision and Prescription coverage.


• Paid vacation, holidays, and floating holiday.


• 401(K)with Company match.


• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.


• Tuition reimbursement.


• Employee discountson vehicles, hotels, theme parks, select cell phone bills and so much more.


• Pet Insurance.


• Legal Plan, and ID Theft Protection.

Position Summary

Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch. Additionally, you are the first point of contact for our customers. You will be responsible for managing incoming service requests received via email and phone and accurately entering the information into our system for dispatch.

Start date: 10/26/26

Training hours: 5am-2pm for 2 weeks.

Regular Schedule: Must be available to work a full-time schedule, including overnights, 7 days a week on a rotation.

Responsibilities

• Prioritize incoming calls.


• Assign and dispatch technicians.


• Work with Service Managers to address open calls.


• Maintain proactive communication with customers regarding missed SLAs.


• Verify nightly “on call” crew.


• Understand the geography of the market and understand the technicians.


• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).


• Perform other duties as assigned.

Qualifications

Education / Training

• High school diploma or GED.


• C completion /certification from an accredited business/office vocational school is a plus.


• An AA degree a plus.

Work Experience / Skills

• Minimum 2 years of Call Center/Dispatch experience or experience in a fast-paced and mission-critical response environment.


• Ability to handle multiple tasks concurrently.


• Stay calm under pressure.


• Able to actively listen and demonstrate empathy.


• Highly organized and strong attention to detail.


• Excellent verbal and written communication skills.


• Strong sense of urgency.


• “Can do” attitude and demonstrated commitment to get the job done.


• Reliable and dependable.


• Flexible schedule to work weekends, holidays, or overtime as required.


• Friendly and helpful demeanor.


• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.


• Strong ability to use typical business tools, including E-Mail, Word, Excel, etc.

Join Us

Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

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CoolSysis an EEO/AA Employer. All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristicsare encouraged to apply.

Pre-employment background screening (criminal andMVR for driving positions) and drug testing arerequiredfor all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.