Dispatcher / Customer Service Representative (CSR)

Dispatcher / Customer Service Representative (CSR)

Family Heating, Cooling, Electric & Plumbing – Westport, MA
Full-Time

Performance Bonuses | Full Benefits | Growth Opportunity

Why This Role Exists

We are building a high-performance service department, and this role is the front line and control center of our daily operations.

You are responsible for:

• Booking calls
• Managing the schedule
• Helping customers solve problems
• Keeping our technicians productive

This role directly impacts revenue, efficiency, and customer experience every day.

This Role Is For You If:

• You are confident on the phone and can guide conversations
• You enjoy helping people and solving problems
• You stay calm, understanding, and professional under pressure
• You can handle multiple calls, schedules, and tasks at once
• You take initiative and don’t wait to be told what to do
• You are comfortable making outbound calls when needed

If you prefer slow-paced or reactive work — this is not the role.

CSR Responsibilities (Customer Experience & Revenue)

• Answer inbound calls with energy and professionalism
• Listen, understand customer needs, and guide them to the right solution
• Convert calls into booked appointments
• Rebook unsold opportunities and follow up with customers
• Schedule additional work from existing customers
• Promote and manage service memberships and renewals
• Handle reschedules, cancellations, and customer concerns with empathy

You are not just answering phones — you are solving problems and driving revenue.

Dispatcher Responsibilities (Scheduling & Efficiency)

• Schedule and dispatch technicians efficiently
• Optimize routes and minimize downtime
• Communicate with technicians throughout the day
• Adjust schedules in real time based on job progress
• Keep the board full and technicians productive

Job Board Management & Outbound (Key Responsibility)

• Maintain a full 2–3 day job board at all times
• Identify gaps in the schedule and take action immediately
• Perform outbound calls to:
• Past customers
• Unsold estimates
• Membership and maintenance opportunities
• Help generate additional opportunities when inbound call volume is low

You don’t wait for the phone to ring — you help create opportunities and keep the team moving.

Performance Expectations (How You Win)

• High booking rate on inbound calls
• Strong rebooking and follow-up success
• Membership conversions and renewals
• Consistently full schedule (2–3 days booked ahead)
• Minimal gaps in technician schedules
• Clear communication with team and customers

Schedule & Hours

• Monday–Friday, 7:30 AM – 4:00 PM
• Full-time, in-person (Westport, MA)
• Occasional coverage or flexibility may be required based on call volume and scheduling needs

Compensation & Benefits

Compensation

• $22–$26/hour (based on experience)
• Performance bonuses tied to:
• Booking rate
• Rebooking success
• Membership sales/renewals
• Schedule efficiency

Full Benefits Package

• 9 Paid Holidays
• Paid Time Off (PTO)
• Health Insurance (Company pays 60%)
• Dental Insurance (Company pays 60%)
• Flexible health & dental plan options
• 401(k) with up to 3% match
• Employer-paid life insurance (up to $100,000)
• Aflac supplemental insurance

Culture & Growth

• Ongoing training (customer service, booking, and systems)
• Team dinners and company events
• Structured, organized environment
• Opportunity to grow into lead dispatcher or operations roles

About Us

Family Heating, Cooling, Electric & Plumbing is building a high-performance home service company focused on accountability, structure, and growth.

We are not a typical HVAC company.

Final Note

If you’re looking for a slow-paced office job — this is not it.

If you want to be part of a fast-moving team where you help people, solve problems, and drive real results, apply today.

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $22 - $26