Dispatcher and Customer Service Representative

Position Summary The Customer Service Representative (CSR) is the first point of contact for customers and plays a critical role in delivering an exceptional experience from the very first call. This role manages inbound and outbound customer calls, schedules service appointments, and supports overall operational efficiency by serving as the connection point between customers and the field. The CSR is expected to maintain a friendly, energetic, and professional phone presence at all times, handle high call volumes with accuracy and care, and contribute to a positive, team-oriented office environment. Who we are Rescue One Air is part of the ResiXperts platform, one of the top 40 plumbing and HVAC platforms in the United States. Our company focuses on top-tier customer service and creating real career paths for people in the skilled trades. If you're looking to grow your career in HVAC while working with a supportive team, we’d love to hear from you. Essential Duties and Responsibilities Answer inbound customer calls and schedule service appointments accurately and efficiently Make outbound calls to customers for confirmations, follow-ups, and scheduling (15–100+ calls per day depending on demand) Provide a friendly, professional, and energetic phone presence on every interaction Utilize ServiceTitan to manage scheduling, customer records, and job notes Support dispatch and field teams with scheduling coordination and real-time updates as needed Handle customer inquiries, complaints, and concerns with professionalism and urgency Confirm upcoming appointments and communicate any scheduling changes or delays to customers Contribute to a positive, collaborative office environment and support teammates as needed Accurately capture customer information and ensure records are up to date in the system Qualifications Previous customer service, call center, or sales experience required (3+ years) Dispatching experience (1+ year) Experience using a CRM or scheduling platform (ServiceTitan preferred) Strong verbal communication skills and professional phone presence Self-starter with a strong work ethic and a positive, can-do attitude Ability to multitask and stay organized in a high-volume, fast-paced environment Willingness to work a standard schedule with potential rotating shifts after training Comfortable working in a team environment with shared goals and performance expectations Tools and Equipment The CSR will work primarily within ServiceTitan for scheduling, customer record management, and job tracking. Proficiency with multi-line phone systems and standard office productivity tools (Microsoft Office or Google Workspace) is expected. Physical Requirements Primarily office-based; extended periods of sitting and computer use required Ability to communicate clearly by phone for extended periods throughout the day Ability to work in an open office environment with moderate noise levels Pay: $22.00 - $25.00 per hour Benefits: 401(k) 401(k) matching Dental insurance Health insurance Vision insurance Experience: Call center : 3 years (Required) ServiceTitan: 2 years (Required) dispatching: 1 year (Required) home services (HVAC, Plumbing, Electric): 2 years (Preferred) Work Location: In person

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