Representative 2, Call Center

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

Benefits offered by this job

Competitive pay

Medical coverage

Paid vacation

401(k) match

Life insurance

AD&D & disability

Tuition reimbursement

Employee discounts

Pet insurance

Legal plan

Job summary

CoolSys is seeking a full-time Dispatch Coordinator in Phoenix to manage incoming service requests and dispatch field technicians. You’ll evaluate urgency, route work based on skills and geography, and document details for efficient scheduling.

You’ll serve as the first contact for customers, ensuring clear communication and timely updates while adhering to policy. The role includes rotating overnight shifts and weekend coverage.

Qualifications

• High school diploma or GED.
• Completion/certification from an accredited business/office vocational school is a plus.
• An AA degree a plus.

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.
• Embody the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
• Performs other duties as assigned.

Skills

Call Center

Dispatch

Communication

Multitasking

Customer Service

Attention to Detail

Empathy

Time Management

Education

High school diploma

AA degree 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.

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!

• 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 discounts on 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).
• Performs other duties as assigned.

Qualifications

Education / Training

• High school diploma or GED.
• 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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CoolSys is 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 characteristics are encouraged to apply. Pre‑employment background screening (criminal and MVR 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.