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HVAC Customer Experience & Dispatch Specialist
Job
Douglas Mechanical, Inc.
Spring, TX (In Person)
$50,000 Salary, Full-Time
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Job Description
Job Overview Douglas Mechanical, Inc. is hiring a Customer Service, Dispatch & Claims Specialist to support our HVAC service, repair, and installation operations. This role combines customer service, HVAC dispatch, home warranty claims processing, and sales support into one high-impact position. The ideal candidate has experience in HVAC customer service, dispatching, claims coordination, or service scheduling and thrives in a fast-paced environment. Key Responsibilities Answer inbound calls, texts, emails, and web requests for HVAC service and scheduling Dispatch HVAC technicians based on location, skillset, and job priority Process and track home warranty and insurance claims, including submissions and authorizations Communicate with customers, technicians, vendors, and warranty providers Schedule service calls, repairs, maintenance, and in-home sales appointments Follow up on estimates and sales opportunities Upsell HVAC maintenance plans, IAQ products, and accessories Track job progress, parts orders, and service resolutions Maintain accurate documentation in ServiceTitan, DispatchMe, and CRM systems Resolve customer concerns and escalations professionally Required Qualifications 1+ year experience in Customer Service, Dispatch, Claims Processing, or HVAC Coordination Strong communication and multitasking skills Experience handling high call volumes Comfortable with scheduling, service tracking, and customer follow-up Basic computer and CRM skills Preferred Qualifications HVAC industry experience Home warranty or insurance claims experience Sales or commission-based customer service experience Experience with ServiceTitan, DispatchMe, FRONTDOOR Pro, or Trello Bilingual (Spanish/English) Work Environment In-person position in Spring, TX Team-oriented, performance-driven workplace Weekend rotation required Benefits Health, Dental, Vision & Life Insurance Paid Time Off Flexible Schedule Professional Development Assistance Referral Program Commision oppurtunity