Dispatcher and Customer Service Representative Airstream Services Murfreesboro, TN Job Details Full-time $30,000 - $45,000 a year 8 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Professional development assistance Opportunities for advancement Life insurance Retirement plan Qualifications Spanish Written communication Customer communication Serving clients Communication platforms Emergency response Dispatch software communication CRM system proficiency Client interaction via phone calls Full Job Description About Our Company We are a locally owned and operated home services company proudly serving all of Middle Tennessee. With a client base of over 15,000 customers, we provide professional HVAC, electrical, and plumbing services for both residential and commercial clients. Our growth is driven by strong systems, clear communication, and a commitment to Creating a Higher Standard for Home Services. Our dispatch and customer service team is the operational backbone of the company, ensuring customers are scheduled properly and technicians are dispatched efficiently every day.

Job Overview Schedule:

Monday to Friday, 9:00 AM to 6:00 PM Occasional after-hours and weekend on-call rotation. On-call duties can be handled remotely using our dispatching app. Bonus pay is provided for assigned on-call weeks. We are seeking an experienced In-House Dispatch and Customer Service Representative to schedule customer appointments and dispatch HVAC, electrical, and plumbing technicians throughout Middle Tennessee. This role is essential to daily operations. You will manage inbound and outbound communication, schedule service calls, dispatch technicians in real time, and keep jobs running smoothly from the initial call through completion. The ideal candidate understands how efficient scheduling, fast lead response, and strong technician communication directly impact revenue, customer satisfaction, and company performance. Experience in the HVAC, electrical, or plumbing industry is a strong plus. Core Responsibilities Customer Scheduling & Communication Answer inbound calls promptly and professionally Schedule, reschedule, and confirm service appointments for HVAC, electrical, and plumbing jobs Make outbound follow-up calls for estimates, missed calls, and unscheduled leads Communicate clearly with customers regarding arrival windows, job updates, and expectations Resolve customer concerns with professionalism and urgency Ensure every lead is handled quickly and accurately Dispatch & Technician Coordination Dispatch HVAC, electrical, and plumbing technicians efficiently throughout the day Communicate directly with field technicians to manage routes, timing, and job flow Adjust schedules in real time based on emergencies, cancellations, or delays Ensure technicians receive accurate job details, customer notes, and service history Monitor schedule efficiency to minimize downtime and maximize productivity This role requires strong decision-making and the ability to think quickly while balancing multiple priorities. CRM & Administrative Duties Accurately enter and update customer and job data in service CRM systems Maintain detailed notes, call records, and job statuses Track leads, estimates, and scheduled appointments Support communication between dispatch, technicians, and management Multitask daily administrative tasks while maintaining accuracy and organization After-Hours On-Call Support Handle emergency and after-hours calls during assigned on-call rotations Coordinate emergency dispatch and customer communication when on call Ensure smooth handoff and documentation for next-day operations Performance Expectations & KPIs This position directly impacts revenue and customer experience.

Performance may be measured by:

Lead response time and booking rate Outbound follow-up completion Schedule efficiency and job flow Technician productivity support Customer satisfaction and communication quality Strong performance can lead to performance-based bonuses and advancement opportunities. Required Experience & Qualifications Previous dispatch or customer service experience required Dispatch experience in service-based businesses strongly preferred Experience in HVAC, electrical, plumbing, or home services is a major plus Experience with service CRMs such as ServiceTitan, Housecall Pro, Service Fusion, or similar platforms Strong written and verbal communication skills Ability to multitask, stay organized, and work with minimal supervision Knowledge of Middle Tennessee cities and geography preferred Bilingual Spanish-speaking is a plus Job Benefits Include (But Are Not Limited To) Set schedule Competitive hourly pay based on experience Weekly direct deposit Bonus pay for assigned on-call weeks Retirement plan with company match, eligible after 90 days Health insurance options with company contribution, eligible after 90 days Paid time off, eligible after 90 days Opportunity to work with a fast-growing, family-owned Middle Tennessee company What We Offer Full-time, in-office position with stable hours Structured on-call rotation with remote capability Clear expectations and measurable performance standards Training provided with opportunity to start quickly Real growth opportunity within a rapidly expanding company

Pay:

$30,000.00 - $45,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person