First Mate Heating & Cooling is seeking an experienced Dispatcher / Customer Service Representative to join our growing team. This role plays a critical part in delivering an exceptional customer experience while helping our technicians operate efficiently in the field.
Our dispatch team helps ensure the right technician is assigned to the right call at the right time, while maintaining clear communication with customers and technicians throughout the day.
First Mate Heating & Cooling has been locally owned and serving the Kansas City area since 1971, and we are committed to building a professional, high-performing team focused on service, growth, and accountability.
Key Responsibilities
- Answer inbound customer calls and provide excellent customer service
- Schedule service calls, maintenance visits, and installation appointments
- Dispatch technicians efficiently throughout the day
- Communicate with technicians regarding job status, delays, and scheduling changes
- Prioritize emergency calls and same-day service opportunities
- Confirm appointments and follow up with customers as needed
- Monitor job progress and adjust schedules to maintain efficiency
- Maintain accurate job records and customer information
- Help ensure smooth communication between the office and field teams
- Support daily operational goals by maximizing technician productivity
Requirements
Qualifications
- Previous dispatching or CSR experience in HVAC, plumbing, or home services
- Strong phone presence and customer communication skills
- Excellent organizational and multitasking ability
- Ability to remain calm and professional in a fast-paced environment
- Detail-oriented with strong problem-solving skills
- Comfortable using computers, scheduling software, and office systems
- Team-oriented with a positive and professional attitude
Preferred Experience (Plus)
The following experience is a plus but not required:
- Experience with ServiceTitan or similar field service management software
- Familiarity with batting order dispatching
- Exposure to Nexstar Network, ServiceMVP or similar training
Benefits
What We Offer
- Competitive pay based on experience
- Stable, year-round position with a well-established company
- Professional systems and processes that support success
- A supportive team environment focused on growth and accountability
- Opportunities for advancement within the company