Dispatcher and Customer Service Representative
Family HVACExperienced HVAC Dispatcher / Customer Service Representative Family Heating & Air | Indianapolis / Greenwood Area Full-Time | $24–$29/hour, based on experience Tired of working for a company where you’re just another employee number? We might be what you're looking for. Family Heating & Air is a real, locally family-owned HVAC company serving Central Indiana. We aren't owned by private equity. We aren't part of a national roll-up pretending to be local. The people making decisions about our employees, our customers, and our company actually work here. That is becoming increasingly rare in our industry — and we think it matters. We've been serving our community for more than 25 years, have earned more than 1,000 five-star Google reviews, and we're continuing to grow. But we aren't interested in growth at the expense of the people who helped us get there. We want to build a great company where great people can build a career. We're currently looking for an experienced Dispatcher / Customer Service Representative to become an important part of our office team. And we mean experienced. HVAC dispatching experience would be ideal. Experience dispatching for plumbing, electrical, home services, logistics, or another fast-paced service business will also be considered. We're looking for someone who understands that great dispatching is much more than filling boxes on a schedule. This Role Matters Our dispatcher sits at the center of the operation. You'll help make sure the right technician gets to the right customer at the right time. You'll communicate with customers, support our technicians in the field, adjust the schedule as the day changes, recognize problems before they become bigger problems, and help keep the entire service department moving. Some days everything goes according to plan. Other days, the plan changes before 9:00 AM. That's why one of our core values is Gumby — being flexible, adaptable, and willing to figure things out when things don't go exactly as expected. If a constantly changing schedule makes you crazy, this probably isn't the position for you. If you look at a complicated schedule and immediately start thinking about how to make it work better, we should probably talk. What You'll Be Doing You'll be responsible for a combination of dispatching and customer service, including: Managing and adjusting the daily service schedule Dispatching technicians based on location, ability, workload, priority, and customer needs Communicating schedule changes, arrival windows, and updates with customers Answering inbound calls professionally and helping turn those calls into booked appointments Making outbound calls when needed Reviewing customer and job history before scheduling or dispatching Identifying scheduling problems before they affect the customer Helping minimize unnecessary drive time and downtime for technicians Communicating clearly with technicians throughout the day Rescheduling and reorganizing calls when emergencies or unexpected situations arise Entering accurate information into our CRM Following up with customers and supporting the rest of the office team Providing the kind of customer experience that has helped Family Heating & Air earn more than 1,000 five-star reviews The Person We're Looking For Experience is important to us, but personality and values matter just as much. Our four core values are: Integrity – Do the right thing, even when nobody is watching. Gumby – Be flexible. Things change. Solve the problem and keep moving forward. Compassion – Remember that we're dealing with real people — customers and coworkers — who deserve to be treated like people. Culture – Protect the team and contribute to the kind of workplace people actually want to be part of. These aren't words we put on a wall because someone told us companies should have core values. We use them. We're looking for someone who genuinely identifies with them. You sho…