Representative 2, Call Center

Coolsys; Phoenix (AZ); On-site; USD 28,000 - 30,000; Full time

Job summary

CoolSys is seeking a dispatch/call center professional to prioritize incoming calls, assign and dispatch technicians, and coordinate with service managers. You will manage requests from email and phone and enter details for dispatch. Start date is flexible with training hours and rotations including overnights.

The role requires a high school diploma or GED, 2+ years in fast-paced dispatch, and strong communication and multitasking skills. Weekend/holiday availability is expected.

Qualifications

• High school diploma or GED required.
• Minimum 2 years of call center/dispatch experience.
• Ability to handle multiple tasks concurrently and stay calm under pressure.
• Excellent verbal and written communication skills.
• Strong sense of urgency and customer focus.
• Flexibility to work weekends/holidays/overtime as required.

Responsibilities

• Prioritize incoming calls.
• Assign and dispatch technicians.
• Coordinate with Service Managers on open calls.
• Maintain proactive communication with customers about missed SLAs.
• Verify nightly on-call crew and geographic knowledge of the market.
• Uphold CoolSys CARES culture: Collaboration, Accountability, Respect, Empowerment, Safety.
• Perform other duties as assigned.

Skills

Call center experience

Dispatch

Excellent communication

Multi-tasking

Empathy

Urgency

Team player

Education

High school diploma or GED

AA degree is a plus

Tools

Email

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: 8/31/26

Training hours: 5am-2pm for 6 weeks.

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

Responsibilities

ESSENTIAL DUTIES AND 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 s 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 a 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!

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.