Admin Assistant / HVAC Dispatcher
Type:
Full-time, hourly Pay: $18-22 Hour (adjust to experience) Health Benefits/PTO Schedule: [MonFri, 8:00 AM 4:30 PM]We're looking for a calm, organized, friendly Customer Service Representative / Dispatcher to intake calls between our customers and our technicians. You will answer incoming calls, determine what each customer needs and how urgent it is, and schedule and dispatch technicians efficiently. This is a fast-paced role that rewards someone who stays composed under pressure and genuinely likes helping people.
Responsibilities:- Answer incoming calls promptly and professionally, representing the company with a warm, helpful tone
- Screen calls to identify the issue, system type, and urgency (no heat or no AC, water leaks, safety concerns versus routine maintenance or quotes)
- Schedule service appointments, estimates, and maintenance visits based on technician availability, skills, and location
- Dispatch technicians and give them accurate job details, customer information, and directions
- Enter customer information and job details accurately in our scheduling/CRM software (Housecall Pro).Send appointment confirmations and reminders; follow up with customers on ETAs and schedule changes
- De-escalate upset or stressed customers and escalate to the owner or office manager when needed
- Handle basic questions about services, service areas, and the company's standard fees
- Assist with light office tasks as needed (invoicing questions, filing, taking messages)
- Qualifications Required
- High school diploma or equivalent 2+ year of experience in customer service, call center, front desk, or dispatch work
- Clear, friendly phone presence and strong verbal communication
- Ability to stay calm, think clearly, and multitask under pressure
- Comfortable with computers, scheduling software, and fast, accurate typing/data entry
- Strong organization and attention to detail
- Reliable transportation and dependable attendance
- Preferred (not required)
- Prior experience in HVAC, plumbing, electrical, or other home-service trades
- Basic familiarity with HVAC terminology (furnace, heat pump, condenser, thermostat, etc.)Knowledge of the local service area and geography
- Bilingual (English/Spanish) a plus
