HVAC CSR/Dispatcher

Serve as the primary point of contact for inbound customer inquiries via phone, email, and text, providing clear communication regarding service timelines, pricing, and next steps. Confirm appointments, follow up with customers before and after service calls, and manage review requests. Utilize ServiceTitan to schedule service calls, installations, and maintenance visits, dispatching technicians in real time with optimal routing while balancing skillsets and availability. Schedule preventative maintenance customers according to seasonal targets, track agreement renewals, and coordinate technician capacity to prioritize maintenance during shoulder seasons. Accurately enter customer records, track KPIs including booking rates and technician utilization, and generate reports on scheduling efficiency and revenue performance. Address customer concerns with professionalism, de-escalate situations, and escalate technical issues to management when necessary. Collaborate with Service Managers, Install Coordinators, Sales, and Billing to ensure seamless operations and support marketing initiatives with outbound campaigns.