Customer Service Rep (CSR)

First Call Heating & Cooling has proudly served Portland and the surrounding areas for over 80 years, delivering expert HVAC service with a focus on quality, integrity, and customer satisfaction. We're also committed to sustainable practices, including recycling materials like metal and heating oil whenever possible. Benefits Company-paid medical, dental, and vision (employee coverage) Company-paid group life insurance Voluntary insurance options Paid holidays, sick time, and vacation Tuition reimbursement Employee Assistance Program (EAP) We're currently looking to add a Customer Service Representative/Dispatcher to our team. This role is a great fit for someone who brings a positive, professional approach and is interested in growing with us. In this position, you'll handle incoming service calls, make outbound calls to schedule maintenance visits, and coordinate detailed appointments with our technicians. You'll also assist with resolving minor service concerns and play an important role in building strong relationships with our customers. Our CSR team plays a critical role in our success. You'll help ensure customers are taken care of quickly and professionally while supporting our technicians in the field. Your communication and organization skills directly impact customer satisfaction and company growth.

What You'll Do:

Provide exceptional customer service to existing and potential customers. Answering a high volume of inbound calls from customers in a friendly and professional manner. Make outbound calls to return messages and reach out to customers. Schedule service appointments and coordinate dispatching for service technicians. Assist field technicians with administrative needs on occasion, which may include payment processing, lookup of customer info, rescheduling, etc. Create, update, and maintain customer records within the service system database. Other duties as assigned. Job Qualifications 1+ year experience in customer service, phone or in-person 1+ year experience scheduling 1+ year dispatching preferred Computer and technology proficient; MS Office and ServiceTitan experience a plus Parts warranty experience preferred Professional communication, both verbal and written Positive attitude in difficult situations Ability to assess and prioritize work throughout the day Must pass a pre-employment drug screen and background check