Position Summary The HVAC Customer Service & Dispatcher serves as a primary point of contact between Priority 1 HVAC, our customers, and our field team. This position is responsible for answering incoming phone calls, identifying the customer's needs, booking service appointments, routing calls to the appropriate department, coordinating the daily technician schedule, and assisting with parts warranty processing. This role requires someone who is friendly, organized, detail-oriented, and comfortable managing multiple responsibilities in a fast-paced environment. The ideal candidate can provide an excellent customer experience while also keeping technicians informed, schedules organized, and administrative tasks moving forward. The goal of this position is simple: take care of the customer, capture service opportunities, communicate effectively, and help keep our field operations running smoothly. Essential Duties & Responsibilities Customer Service & Phone Responsibilities Answer incoming customer calls promptly, professionally, and with a positive attitude while maintaining excellent customer service. Serve as a knowledgeable first point of contact for customers calling Priority 1 HVAC. Transfer or route calls to the appropriate department or team member based on the customer's needs or questions and take accurate and detailed messages when the appropriate team member is unavailable. Assist customers with general questions regarding appointments, service calls Recognize situations that require management involvement and escalate them appropriately. Service Call Booking Convert incoming service requests into scheduled appointments whenever possible. Gather all necessary customer, property, and system information before booking a service call and ensure all information has been documented properly. Determine whether the customer needs a service call, maintenance appointment, system estimate, or another type of appointment. Clearly communicate appointment expectations and arrival windows to customers. Review customer history when appropriate to help ensure the call is booked correctly and Identify potential Comfort Club or maintenance opportunities and communicate them according to company procedures. Scheduling & Dispatching Manage and assist with the daily schedule for the install and service departments. Dispatch technicians based on location, skill set, availability, urgency, and type of service required. Monitor technician schedules during the day and make adjustments as needed. Monitor technician progress throughout the day to help maintain an efficient schedule. Help minimize unnecessary drive time while maximizing technician productivity. Review upcoming schedules and identify potential conflicts or missing information before the scheduled service date. Parts Warranty Processing Process HVAC parts warranty claims in accordance with manufacturer and distributor requirements. Verify equipment information, including model numbers, serial numbers, installation dates, and warranty eligibility. Gather necessary technician documentation and job information to process warranty claims. Submit warranty claims and required documentation to manufacturers and/or distributors. Coordinate with technicians, vendors, distributors, and office personnel regarding warranty parts. Ensure warranty processes are completed accurately and in a timely manner. Administrative & Job Management Maintain accurate customer information and job documentation within the company's operating system and assist with keeping customer records organized and up to date. Review service calls for incomplete information and correct issues when identified. Assist with scheduling return trips, part-related appointments, estimates, maintenance visits, and other follow-up work. Document customer communications and important scheduling information. Follow established company procedures for call booking, scheduling, dispatching, and warranty processing. Assist the office team with additional administrative responsibilities as needed. Customer Service Expectations Every incoming phone call is an opportunity to represent Priority 1 HVAC. The Customer Service & Dispatcher is expected to: Make customers feel heard, respected, and taken care of. Answer the phone with a friendly and professional attitude. Take ownership of helping the customer reach the right person or solution. Look for opportunities to turn customer inquiries into booked service calls when appropriate. Qualifications Previous customer service, dispatching, scheduling, administrative, or service-industry experience preferred. HVAC, plumbing, electrical, construction, or home-service industry experience is a plus. Excellent verbal and written communication skills. Strong phone and customer-service skills. Strong organizational and time-management abilities. Ability to multitask and shift priorities throughout the day. Strong attention to detail and data-entry accuracy. Comfortable working with computers, phone systems, email, and service-management software. Ability to learn HVAC terminology, equipment information, and warranty procedures. Ability to remain calm and professional in a fast-paced environment. Dependable, accountable, and willing to take ownership of responsibilities. Ability to work independently while also contributing to a team environment. Preferred Experience HVAC office or dispatching experience. Experience booking residential and/or commercial service calls. Experience coordinating field service technicians. Familiarity with HVAC terminology, equipment, model numbers, and serial numbers. Experience processing manufacturer or distributor warranty claims. Experience using HVAC or field-service management software.

Pay:

From $17.00 per hour Expected hours: 40.0 per week

Benefits:

Health insurance Paid time off

Experience:

Dispatching:

1 year (Preferred)

HVAC:

1 year (Preferred) Ability to

Commute:

Fort Walton Beach, FL 32548 (Preferred)

Work Location:

In person