Service Dispatcher / CSR

We are seeking a entry level or experienced highly organized and customer-focused Service Dispatcher/Customer Service Representative to join our team. The Service Dispatcher is responsible for coordinating and scheduling service calls, managing technician workloads, and ensuring timely responses to customer needs. This role plays a critical part in maintaining efficient operations and high levels of customer satisfaction. The CSR serves as the first point of contact for our customers, handling inquiries, resolving issues, and ensuring a positive customer experience across all channels. This role is essential in maintaining customer satisfaction and supporting our company’s commitment to excellent service.Responsibilities:Receive incoming service requests & other inquires via phone, email, chat or in person in a timely and professional manner.Provide accurate information about products, services and pricing.Handle customer complaints and concerns with empathy and efficiency, escalating complex issues when necessary.Dispatch service technicians to customer locations based on availability, skill set, and location.Monitor ongoing jobs and adjust schedules as needed for efficiency and priority.Communicate with customers regarding service status, estimated arrival times, and any changes.Coordinate with technicians to provide support, information, and updates throughout the day.Maintain detailed records of service calls, parts used, and technician notes.Ensure proper follow-up with customers after service calls to verify satisfaction.Assist with billing and invoicing by verifying completed job information.Stay up-to-date on product knowledge, promotions, and company updates to better assist customers.Qualifications:High school diploma or GED required.1 years of experience in a dispatch, scheduling, or customer service role. (Not required but a plus)Strong organizational, multitasking, communication and interpersonal skills.Excellent verbal and written communication.Ability to remain calm under pressure and make decisions quickly.Knowledge of HVAC, plumbing, electrical, or field service industries is a plus.Work Environment:Office-based position with a fast-paced, dynamic workflow.Occasional extended hours during peak seasons may be required.Benefits/Reasons to work here:Employee Owned/Profit Sharing-become an owner without taking the risk and earn towards your retirement.401KHealth InsuranceHealth Savings AccountVacation PayPersonal Days Off PayHoliday PayQuarterly Performance Reviews (Potential for Raises Sooner)Tuition/Education ReimbursementFlexibility for Time OffCompany supplied uniforms, hats, etc.Overtime PayWork StabilityAdvancement Opportunities  Company DescriptionJoin Our Team – Employee-Owned HVAC Company in the Milwaukee Metro AreaAre you looking for more than just a job? At Donovan & Jorgenson, you’ll find a career with purpose, ownership, and opportunity. We’re an employee-owned HVAC company serving the Milwaukee Metro Area since 1985 — and we’re growing!As an employee-owned company, every team member has a real stake in our success. That means you’re not just working for a paycheck — you’re building your future alongside a team that takes pride in what they do. When the company does well, you share in the rewards.We specialize in both residential and light commercial HVAC services, including installation, repair, and maintenance of heating and cooling systems. We believe in doing right by our customers and our employees, and that starts with creating a work environment where people feel valued, supported, and part of something bigger.Why Work With Us?• Employee-Owned – You’re not just an employee.• Established Reputation – Serving Milwaukee since 1985.• Opportunities to Grow – Training, certifications, and career advancement.• Team Environment – Work with experienced professionals who have your back.• Competitive Pay & Benefits – Plus profit-sharing through our ownership structure.Whether you’re a seasoned technician, a motivated apprentice, or a skilled office professional, we’d love to talk with you about joining our team.Take pride in what you do — and have a real stake in where you work.

Salary : $40,000 - $60,000