HVAC Customer Service Representative / Dispatcher

Job Summary Cowboy’s Heating & Air is looking for a friendly, dependable, and highly organized HVAC Customer Service Representative / Dispatcher to join our growing team. We are a small, family-owned and operated HVAC company where ownership is actively involved in the business every day—both in the office and in the field. The next generation of our family is currently managing the office and preparing to eventually take over the company. This is a small-team environment, not a large call center or corporate office. You'll work directly with ownership, management, and our field technicians, and you'll play an important role in keeping our customers taken care of and our day running smoothly. We're looking for an A-player who wants more than just another job —someone dependable, coachable, motivated, and ready to take ownership of their role. Because we're a small team, every person matters. We work together, adapt when needed, and share the mentality of “What needs to be done, and how can I help?” Your primary responsibility will be answering our phones, scheduling customers, and dispatching our field technicians. You'll also make outbound calls, follow up with customers, and assist with light administrative work. No two days in HVAC are exactly the same. Some days will be heavily focused on incoming calls and managing a busy technician schedule. Slower days provide time for preventative maintenance scheduling, customer follow-up, paperwork, and other office responsibilities. HVAC experience is helpful but not required. We believe strongly in training and developing our employees and are willing to invest in the right person. You will receive hands-on training as you learn our customers, technicians, software, processes, and the HVAC industry. We don't expect you to walk through the door knowing everything—we do expect you to be willing to learn it. What You'll Be Doing Answer incoming calls and provide friendly, professional customer service Schedule service calls, preventative maintenance, estimates, and other appointments while gathering accurate information for our technicians Dispatch and coordinate field technicians , adjusting the schedule as emergencies, delays, cancellations, and new calls arise Communicate with customers regarding appointments, arrival windows, delays, and schedule changes Make outbound calls to Cowboy Club members to schedule preventative maintenance Follow up on unsold estimates and recommended repairs so opportunities and customer needs don't fall through the cracks Enter paper service invoices and other information into our software system accurately and in a timely manner Maintain accurate customer information, appointment notes, and job details File and organize invoices, paperwork, and office records Assist with other light administrative and office responsibilities as needed Learn our services, basic HVAC terminology, service area, company procedures, and team so you can become increasingly confident and effective in your role Pitch in where needed. We're a small team, and while customer service, scheduling, and dispatching will remain your primary responsibilities, everyone at Cowboy's works together to make sure the job gets done. Pay: $18.00 - $23.00 per hour Expected hours: 40.0 per week Benefits: 401(k) 401(k) matching Employee discount Paid time off Application Question(s): Are you willing to complete a pre-employment background check and drug screening as a condition of employment? Ability to Commute: New Lebanon, OH 45345 (Required) Work Location: In person

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