Dispatcher and Customer Service Representative

T&T HVAC LLC • Full-time • Pelion, South Carolina, United States • $15 - $20 / hour • 1m ago

Job Overview

The Dispatcher and Customer Service Representative (CSR) serves as the first point of contact for customers and plays a key role in ensuring smooth daily operations. This position requires strong communication, multitasking, organization, adaptability, and customer service skills. The CSR will manage incoming calls, schedule service appointments, coordinate with technicians, and maintain positive relationships with customers and supply representatives while ensuring a high level of customer satisfaction.

This role offers opportunities for growth within the company for individuals who demonstrate leadership, initiative, accountability, and a strong willingness to support the team wherever needed. The ideal candidate is dependable, flexible, and motivated to grow professionally while contributing to the overall success of the company.

Key Responsibilities

Maintain polite and professional communication with customers, vendors, and supply representatives.
Answer incoming phone calls and respond to customer inquiries regarding services, scheduling, and general information.
Schedule service calls, maintenance visits, and repair appointments efficiently.
Coordinate with field technicians throughout the day to ensure schedules remain on track and address changes as needed.
Proactively contact customers to schedule routine maintenance and necessary repairs.
Follow up with customers regarding estimates to answer questions and assist with scheduling approved work.
Conduct post-service follow-up calls to gather feedback and ensure customer satisfaction.
Contact customers regarding outstanding invoices and assist with billing collections when necessary.
Maintain accurate customer records, job notes, and scheduling details within company systems.
Support office operations by assisting with administrative, operational, and communication tasks as needed.
Assist management and team members with additional duties and special projects as assigned.
Demonstrate flexibility and willingness to step into different responsibilities to support daily business operations.
Learn and take on additional company processes and responsibilities as opportunities for growth arise.

Qualifications

Self-motivated with a willingness to learn and grow within the company.
Ability to work independently while also supporting team goals and company needs.
Dependable, adaptable, and willing to assist with a variety of tasks as needed.
Strong work ethic and positive attitude toward learning new responsibilities.
Previous customer service or office experience preferred.
Previous HVAC company experience preferred.
Strong verbal and written communication skills.
Professional phone etiquette with a customer-focused attitude.
Basic computer skills and familiarity with scheduling or service management software and Microsoft Office Suite preferred.
Ability to multitask and remain organized in a fast-paced environment.

Key Skills & Competencies

Adaptability: Ability to quickly adjust to schedule changes, urgent service requests, and shifting priorities throughout the day.
Customer Service Excellence: Strong customer service mindset with the ability to communicate clearly and professionally.
Calm Under Pressure: Able to manage busy call volumes and customer concerns while remaining composed.
Strong Follow-Through: Ensures tasks such as estimate follow-ups, maintenance scheduling, and customer callbacks are completed consistently.
Positive Attitude: Maintains a helpful and solution-oriented approach when working with customers and team members.
Sense of Urgency: Responds promptly to scheduling needs, technician updates, and customer requests.
Problem-Solving Skills: Ability to think quickly and resolve customer issues effectively.
Team-Oriented Mindset: Works closely with technicians, office staff, and management to keep operations running smoothly.

Work Environment

This position is primarily office-based and involves regular phone and computer use. The CSR will work closely with office staff, technicians, and customers to ensure efficient scheduling and excellent service delivery while maintaining a high level of professionalism and customer satisfaction.

Pay: $15.00 - $20.00 per hour

Benefits: