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Dispatcher / Customer Service Representative (CSR)
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Town & Country Appliance & A/C, South Texas Ventilation
Victoria, TX (In Person)
$34,320 Salary, Full-Time
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Job Description
Position Overview We are seeking a highly organized, customer-focused Dispatcher / Customer Service Representative (CSR) to join our growing team. This role is the central hub of daily operations—responsible for managing incoming calls, scheduling service appointments, dispatching technicians, and ensuring a seamless experience for our customers. The ideal candidate thrives in a fast-paced environment, communicates clearly, and can effectively balance customer needs with operational efficiency. Key ResponsibilitiesCustomer Service Answer inbound calls, texts, and emails in a professional and friendly manner Assist customers with scheduling service, maintenance, and installation appointments Address customer questions, concerns, and follow-ups promptly Maintain a high level of customer satisfaction and professionalism at all times Dispatching & Scheduling Schedule and dispatch technicians for service calls, maintenance, and installs Optimize daily routes and technician efficiency using dispatch software (ServiceTitan experience preferred) Monitor technician progress throughout the day and adjust schedules as needed Communicate job details clearly to technicians and ensure proper job staging Operational Coordination Work closely with service, install, and sales teams to ensure smooth job execution Confirm appointments and follow up with customers on upcoming services Track and update job statuses in real-time Assist with managing same-day calls, emergency jobs, and schedule gaps Administrative Duties Enter and maintain accurate customer and job information in the system Assist with invoicing support, membership scheduling, and service reminders Maintain organized records of calls, jobs, and customer interactions Support office team with daily operational tasks as needed Qualifications 2+ years of experience in customer service, dispatching, or office coordination (HVAC or home services preferred) Strong communication and multitasking skills Highly organized with strong attention to detail Ability to remain calm and efficient in a fast-paced environment Proficient in computer systems and scheduling software (ServiceTitan experience is a plus) Core Competencies Customer-first mindset Strong sense of urgency and accountability Team-oriented with a positive attitude Problem-solving and adaptability Professional communication (phone, text, and email) Compensation & Benefits Competitive hourly pay (based on experience) Performance-based incentives Paid time off (PTO) Opportunities for growth within a rapidly expanding company Why Join Us? Growing company with strong leadership and vision Clear processes and structure (EOS-driven organization) Opportunity to make a direct impact on operations and customer experience Supportive and team-oriented environment