What are the responsibilities and job description for the Dispatcher / Customer Service Representative (CSR) position at Town & Country Appliance & A/C, South Texas Ventilation?
Position Overview
We are seeking a highly organized, customer-focused Dispatcher / Customer Service Representative (CSR) to join our growing team. This role is the central hub of daily operations—responsible for managing incoming calls, scheduling service appointments, dispatching technicians, and ensuring a seamless experience for our customers.
The ideal candidate thrives in a fast-paced environment, communicates clearly, and can effectively balance customer needs with operational efficiency.
Key ResponsibilitiesCustomer Service
- Answer inbound calls, texts, and emails in a professional and friendly manner
- Assist customers with scheduling service, maintenance, and installation appointments
- Address customer questions, concerns, and follow-ups promptly
- Maintain a high level of customer satisfaction and professionalism at all times
Dispatching & Scheduling
- Schedule and dispatch technicians for service calls, maintenance, and installs
- Optimize daily routes and technician efficiency using dispatch software (ServiceTitan experience preferred)
- Monitor technician progress throughout the day and adjust schedules as needed
- Communicate job details clearly to technicians and ensure proper job staging
Operational Coordination
- Work closely with service, install, and sales teams to ensure smooth job execution
- Confirm appointments and follow up with customers on upcoming services
- Track and update job statuses in real-time
- Assist with managing same-day calls, emergency jobs, and schedule gaps
Administrative Duties
- Enter and maintain accurate customer and job information in the system
- Assist with invoicing support, membership scheduling, and service reminders
- Maintain organized records of calls, jobs, and customer interactions
- Support office team with daily operational tasks as needed
Qualifications
- 2 years of experience in customer service, dispatching, or office coordination (HVAC or home services preferred)
- Strong communication and multitasking skills
- Highly organized with strong attention to detail
- Ability to remain calm and efficient in a fast-paced environment
- Proficient in computer systems and scheduling software (ServiceTitan experience is a plus)
Core Competencies
- Customer-first mindset
- Strong sense of urgency and accountability
- Team-oriented with a positive attitude
- Problem-solving and adaptability
- Professional communication (phone, text, and email)
Compensation & Benefits
- Competitive hourly pay (based on experience)
- Performance-based incentives
- Paid time off (PTO)
- Opportunities for growth within a rapidly expanding company
Why Join Us?
- Growing company with strong leadership and vision
- Clear processes and structure (EOS-driven organization)
- Opportunity to make a direct impact on operations and customer experience
- Supportive and team-oriented environment
Pay: $15.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
Salary : $15 - $18