Customer Service Dispatcher

Job Summary

We are seeking a dependable and organized Customer Service Representative / Dispatcher to join our growing mechanical services team in Myrtle Beach, SC. Our company provides HVAC, plumbing, electrical, and commercial refrigeration services to residential and commercial customers throughout the area.

This role is the communication hub of our service department, responsible for answering customer calls, coordinating technicians in the field, dispatching service requests, managing home warranty claims, and ensuring smooth communication between customers and technicians.

The ideal candidate is friendly, professional, detail-oriented, and able to multitask in a fast-paced environment.

Key Responsibilities

Customer Service

• Answer incoming calls and assist customers with scheduling service appointments 
• Provide professional and courteous communication with customers 
• Gather accurate information regarding service requests 
• Follow up with customers regarding service status and completion 

Dispatching & Technician Coordination

• Dispatch HVAC, plumbing, electrical, and refrigeration technicians to service calls 
• Communicate with technicians regarding call details, routes, and schedule changes 
• Monitor technician schedules to maximize efficiency and response time 
• Maintain clear communication between customers and field technicians 

Home Warranty Coordination

• Receive and process incoming home warranty service requests 
• Dispatch technicians to warranty calls 
• Communicate with warranty companies for approvals and claim updates 
• Submit invoices and documentation for completed warranty work 

Lead Management

• Respond promptly to service leads from online lead generation platforms 
• Contact potential customers and schedule appointments 
• Maintain accurate records of lead communication and scheduling 

Administrative & Sales Support

• Create and process service invoices 
• Maintain accurate customer records in dispatching/service software 
• Promote and explain maintenance service agreements to customers 
• Assist in upselling service agreements when appropriate 

Key Performance Indicators (KPIs)

This position includes measurable performance goals commonly used in the HVAC service industry. Success in this role is measured by the following metrics:

• 80% or higher booking rate on inbound service calls 
• Lead response time under 10 minutes for online leads during business hours 
• Monthly maintenance service agreement sales goals (team and individual targets) 
• High call conversion rates from inquiries to scheduled appointments 
• Accurate and timely dispatching with minimal scheduling conflicts 
• Customer satisfaction and professionalism on all calls 
• Timely processing of home warranty claims and invoices 

Performance reviews and potential pay increases may be based on achieving or exceeding these metrics.

Qualifications

Preferred Experience

• Customer service experience 
• Dispatching or scheduling experience 
• Experience in HVAC, plumbing, electrical, or mechanical service industry (preferred but not required) 

Skills & Abilities

• Strong phone and communication skills 
• Ability to multitask in a fast-paced environment 
• Strong organizational skills and attention to detail 
• Basic computer proficiency and ability to learn dispatch/service software 
• Ability to work as part of a team while managing multiple priorities 

What We Offer

• Competitive hourly pay: $17–$20/hour based on experience and performance
• Spiff bonus program 
• Stable, year-round work 
• Supportive team environment 
• Opportunity for growth within the company 
• Training on industry software and processes 

90 day evaluation period