A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Lead Dispatcher & Customer Service Representative Company:
Novak Heating & Air Conditioning Position Type:
Full-Time, Hourly Schedule:
Monday - Friday, 8:00 AM - 4:30 PM (In-Office) About Novak Heating At Novak Heating, we pride ourselves on delivering reliable, top-quality heating and cooling services to our community. Built on a foundation of exceptional craftsmanship and customer-first service, our team works hard to keep homes and businesses comfortable year-round. We foster a supportive, team-oriented culture where every employee's contribution is valued. Position Overview We are seeking an organized, personable, and proactive Lead Dispatcher & Customer Service Representative to join our in-office team. In this pivotal role, you will be the main voice and "air-traffic controller" of our daily operations—answering customer calls, resolving inquiries, and efficiently managing technician schedules to ensure smooth, timely service delivery. The ideal candidate thrives in a fast-paced environment, seamlessly balancing independent task management with collaborative teamwork, all while maintaining a warm and professional demeanor.
Key Responsibilities Dispatch & Logistics:
Organize, prioritize, and dispatch field technicians efficiently across service areas to maximize daily productivity and meet customer needs.
Customer Communication:
Manage multi-line phone systems, answer incoming customer inquiries, schedule service appointments, and provide accurate updates.
Problem Resolution:
Empathetically and professionally address and resolve customer issues or concerns to maintain high satisfaction and loyalty.
Team Collaboration:
Serve as the primary liaison between customers, field technicians, and management to ensure clear communication and smooth workflow.
Administrative Support:
Maintain accurate customer records, work orders, and technician logs with high attention to detail.
Qualifications & Skills Industry Experience:
Prior dispatching or customer service experience in HVAC, plumbing, or electrical trades is highly preferred.
Software Proficiency:
Proficiency or familiarity with field service management platforms such as FieldEdge or ServiceTitan , along with basic to intermediate knowledge of Microsoft Excel , is strongly preferred.
Multitasking & Organization:
Proven ability to manage multi-line phones, prioritize urgent service calls, and stay organized in a fast-paced environment.
Communication:
Exceptional verbal and written communication skills with a warm, empathetic, and professional demeanor.
Problem-Solving:
Strong critical-thinking skills to resolve scheduling conflicts, optimize technician routes, and handle customer concerns on the fly. What We Offer We believe in taking care of the people who take care of our customers. We offer a competitive compensation and benefits package, including: Competitive Hourly Wage (commensurate with experience)
Health Insurance Paid Vacation Time Paid Holidays SEP Retirement Program Consistent Schedule:
