Customer Service / Dispatch Representative

Job description

Yellowstone Local is proud to represent Pack-Timco, a Hickory Company, an industry leader in residential HVAC installation, service, maintenance, and home comfort solutions. You're more than the first person customers talk to. You're the driving force behind every great customer experience, every efficiently scheduled technician, and every successful service appointment. What's in It for You? Competitive Pay: $50,000 to $75,000 base salary plus monthly commission based on booked appointments and closed sales Comprehensive Benefits: Medical, dental, and vision insurance through United Healthcare Retirement Planning: 401(k) with company match Paid Time Off: Paid vacation, sick time, and company holidays Career Growth: Advancement opportunities within Hickory's centralized services team supporting multiple HVAC brands Stable, Full-Time Employment: On-site position with an established and growing company Why You'll Love It Here Join a company on a mission to become the Northeast's leading clean heat installation and service provider. Work alongside a team that lives its core values: Put Employees First, Treat Everyone with Respect, Delight Customers, Raise the Bar, and Get It Done. Represent a trusted home comfort company that homeowners throughout Fairfield and New Haven Counties have relied on for decades. Be part of a customer-focused culture where building relationships, solving problems, and delivering exceptional service matter every day. Gain exposure to multiple brands and expanded career opportunities through the Hickory organization. Your New Role Work on-site in Stratford, Connecticut, supporting residential HVAC customers across Fairfield and New Haven Counties. Answer inbound phone calls, emails, and online inquiries promptly while delivering professional, friendly customer service. Schedule HVAC service appointments, maintenance visits, replacement consultations, and customer surveys. Convert inbound inquiries into booked appointments through effective communication and active listening. Ask thoughtful questions to understand customer needs and connect them with the appropriate technician or sales representative. Manage the daily dispatch board using ServiceTitan by assigning technicians based on location, skills, availability, and urgency. Monitor technician schedules throughout the day and adjust dispatch routes to maximize efficiency and customer satisfaction. Communicate appointment updates, arrival windows, delays, and schedule changes proactively with customers. Maintain accurate customer records, call notes, and opportunity updates within the CRM. Resolve customer concerns professionally and de-escalate issues with empathy and sound judgment. Track booking performance, call volume, appointment conversions, and related customer service metrics. Follow established customer service processes while contributing ideas to improve operational efficiency. Perform additional customer support and dispatch responsibilities as needed. Hiring Expectations: Apply today, complete a quick phone screening, and get ready for an interview with our team to discuss your goals and experience. 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 Experience using CRM platforms or dispatch software; ServiceTitan and Pipedrive experience is a plus 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 Bilingual English/Spanish is a plus Alignment with the company's core values and commitment to delivering outstanding customer experiences Pack-Timco, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. #blue