Customer Service / Dispatch Representative
$600,000–$900,000 year
On-siteStratford, Connecticut, United States
Job Summary
Answer inbound phone calls, emails, and online inquiries while scheduling HVAC service appointments, maintenance visits, and replacement consultations. Convert inquiries into booked appointments by asking thoughtful questions to understand customer needs and connecting them with the appropriate technician or sales representative. Manage the daily dispatch board using ServiceTitan to assign technicians based on location, skills, availability, and urgency, then monitor schedules to adjust routes for efficiency. Communicate appointment updates, arrival windows, and delays proactively, resolve concerns with empathy, and maintain accurate records within the CRM. Track booking performance and call volume metrics while contributing ideas to improve operational efficiency. This on-site role in Stratford supports residential HVAC customers across Fairfield and New Haven Counties for a company on a mission to become the Northeast's leading clean heat provider.
Required Qualifications
- 3 to 5+ years of experience in customer service, call center, inside sales, dispatch, or another customer-facing role
- Ability to manage a high volume of inbound calls and customer inquiries in a fast-paced environment
- Strong verbal and written communication skills
- Excellent customer service, problem-solving, and conflict resolution abilities
- Strong computer proficiency and the ability to learn CRM and scheduling software quickly
- High attention to detail with accurate data entry and record management
- Strong organizational and time management skills
- Ability to prioritize multiple tasks while maintaining professionalism and accuracy
- Reliable attendance and full-time, on-site availability
- Availability to work during the peak summer season, including limited PTO from June through August
Desired Qualifications
- Experience using CRM platforms or dispatch software; ServiceTitan and Pipedrive experience is a plus
- Bilingual English/Spanish is a plus
- Alignment with the company's core values and commitment to delivering outstanding customer experiences
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