EXPERIENCED HVAC DISPATCHER

Benefits: COMMISSION 401(k) 401(k) matching Bonus based on performance Company parties Competitive salary Dental insurance Employee discounts Health insurance Opportunity for advancement Paid time off Training & development Vision insurance Dispatcher / Customer Service Representative (CSR) C.D. Shanahan’s HVAC, Plumbing, Electrical & Remodeling, LLC Location: Springfield, VA Job Type: Full-Time Compensation: Competitive hourly pay based on experience and qualifications Benefits: Health, Dental & Vision Insurance | Paid Time Off | Career Advancement Opportunities About Us C.D. Shanahan’s is a rapidly growing, locally owned HVAC, plumbing, electrical, and remodeling company serving Northern Virginia, Washington, D.C., and Maryland. We take pride in providing exceptional customer service, quality workmanship, and a professional experience from the first phone call to the completion of every job. As we continue expanding, we’re looking for a motivated, highly organized, and dependable Dispatcher / Customer Service Representative who takes initiative, thrives in a fast-paced environment, and genuinely enjoys helping customers. We’re not looking for someone who simply answers phones and fills a schedule. We’re looking for someone who takes ownership, solves problems, thinks ahead, and helps keep our entire operation running efficiently. Key Responsibilities Dispatching & Scheduling Coordinate daily schedules for HVAC, plumbing, electrical, and installation technicians. Dispatch technicians efficiently based on location, skill level, job priority, and availability. Maximize technician productivity by minimizing unnecessary downtime, travel, and scheduling gaps. Monitor technicians’ progress throughout the day and proactively adjust schedules when jobs run longer or finish early. Maintain communication with technicians to understand job status, additional work needed, and scheduling requirements. Prioritize emergency service calls while minimizing disruptions to existing appointments. Ensure the right technician is assigned to the right job based on qualifications and experience. Schedule return visits, installations, estimates, quality-control appointments, and follow-up work. Coordinate with the Service Manager, Office Manager, and installation teams to maintain an organized workflow. Confirm upcoming appointments and proactively fill cancellations or openings. Customer Service & Communication Answer incoming calls promptly, professionally, and enthusiastically. Provide a welcoming and helpful experience that builds customer confidence. Respond to customer inquiries through phone calls, text messages, emails, website requests, and other company communication platforms. Schedule service appointments while gathering accurate information about customer concerns. Ask appropriate diagnostic questions to help identify urgency and ensure technicians arrive prepared. Clearly communicate appointment windows, delays, scheduling changes, and service expectations. Handle customer complaints and challenging situations calmly and professionally. Follow up with customers regarding pending appointments, estimates, and unresolved concerns. Identify opportunities to offer additional services when appropriate. Build lasting customer relationships that encourage repeat business and referrals. Service Plans & Customer Retention Present and promote company maintenance agreements to eligible customers. Schedule seasonal HVAC maintenance and quality-control appointments. Ensure maintenance plan visits are scheduled accurately and completed within the appropriate service periods. Maintain accurate maintenance agreement records, including renewals, expiration dates, and included visits. Identify customers with expired agreements and assist with renewals. Coordinate maintenance plan add-ons and covered equipment information. Help maintain a strong recurring customer base through proactive scheduling and follow-up. Job Mana…

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