HVAC & Plumbing CSR/Dispatcher

# Thermo Direct | Where Your Work Truly Matters At Thermo Direct, we're more than an HVAC, Electrical & Plumbing company—we're a family-owned business built on one core value: **Care**. We care deeply about our customers, our employees, and the communities we serve. We're growing and looking for organized, customer-focused individuals to join our Service Operations Team as **Customer Service Representatives (CSRs) and Dispatchers**. Whether you have dispatch experience or are looking to build a career in the home service industry, we offer an opportunity to grow. **Many candidates hired into this role will begin as a Customer Service Representative and, through hands-on training and demonstrated performance, have the opportunity to advance into a Dispatcher position.** If you thrive in a fast-paced environment, enjoy helping people, and are looking for a company that invests in your future, we'd love to meet you. ## Compensation - **$20.00 - $25.00 per hour**, based on experience and position - Performance-based bonus opportunities - Commission opportunities on maintenance memberships and company initiatives - Clear career path from **Customer Service Representative to Dispatcher** through company-provided training and development ## Career Path At Thermo Direct, we believe in promoting from within. As a **Customer Service Representative**, you'll learn our systems, processes, and commitment to exceptional customer care. As you gain experience and demonstrate strong organizational and communication skills, you'll have the opportunity to receive dispatcher training and transition into a Dispatcher role with increased responsibilities and career growth. ## Customer Service Representative Responsibilities - Answer inbound customer calls with professionalism, empathy, and enthusiasm - Schedule service, maintenance, and installation appointments - Make outbound calls to confirm appointments and promote maintenance memberships - Resolve customer concerns and provide exceptional customer service - Maintain accurate customer records and documentation - Support technicians and office staff with daily administrative tasks - Ensure every customer interaction reflects Thermo Direct's commitment to excellence ## Dispatcher Responsibilities - Dispatch HVAC and Plumbing technicians efficiently throughout the day - Build and optimize technician schedules for maximum productivity - Prioritize emergency and same-day service calls - Monitor technician progress and adjust schedules in real time - Communicate schedule changes and delays proactively with customers and field staff - Coordinate with managers and technicians to maximize efficiency and customer satisfaction - Track scheduling metrics, call volume, and departmental goals ## Qualifications - Minimum of 2 years of customer service experience - Strong communication and interpersonal skills - Excellent organizational and multitasking abilities - Ability to remain calm and effective in a fast-paced environment - Proficiency with computers and Microsoft Office - Positive attitude and team-oriented mindset - HVAC, Plumbing, Electrical, or home service industry experience is preferred but not required - Dispatching or scheduling experience is a plus but not required—we are willing to train the right candidate ## Why Join Thermo Direct? We believe taking care of our employees is the first step to taking care of our customers. ### Benefits Include - Medical, Dental & Vision Insurance - Company-paid Life Insurance - Short-Term Disability - 401(k) with Company Match - Flexible Spending Account (FSA) - Paid Vacation - Paid Sick Leave - Floating Holidays - Seven Paid Company Holidays - Year-round stable employment - Ongoing training and career advancement opportunities - Family-oriented, supportive work environment - Healthy work-life balance ## Build Your Career With Us Whether you're an experienced Dispatcher or a customer service professional looking to take the next step in your career, Thermo D…