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 Management & Administrative Accuracy
- Create and maintain accurate customer profiles, job descriptions, appointment details, and service histories in Housecall Pro.
- Verify customer contact information, service addresses, equipment details, and access instructions.
- Ensure technicians receive complete and accurate job information before arriving.
- Monitor job progress and identify appointments requiring follow-up, parts, estimates, or return visits.
- Review completed jobs for required documentation, including technician notes, photos, checklists, and job status.
- Flag missing documentation, incomplete jobs, unpaid invoices, or unresolved customer concerns for appropriate follow-up.
- Coordinate with the office and service management teams to ensure jobs are properly closed out.
- Assist with scheduling approved estimates and communicating parts availability.
- Maintain accurate records of customer interactions and scheduling changes.
Teamwork & Accountability
- Communicate consistently with technicians, management, and fellow dispatchers.
- Take initiative to resolve problems rather than waiting for someone else to address them.
- Follow established company procedures, scripts, checklists, and service standards.
- Help identify opportunities to improve scheduling efficiency and customer satisfaction.
- Support coworkers during high call volumes and busy service periods.
- Accept coaching and feedback with a positive attitude.
- Take responsibility for assigned tasks and follow through until completion.
- Escalate urgent issues promptly and appropriately.
- Maintain a professional, solutions-oriented attitude, even during stressful situations.
What We’re Looking For
We’re looking for someone with the following characteristics:
- Highly Motivated: Takes pride in their work and consistently looks for ways to improve.
- Organized & Detail-Oriented: Can manage multiple schedules, calls, and priorities without losing track of important details.
- Excellent Communicator: Friendly, confident, professional, and comfortable speaking with customers and technicians.
- Proactive Problem Solver: Anticipates scheduling challenges and addresses issues before they escalate.
- Dependable & Punctual: Shows up on time, follows through on commitments, and can be counted on by the team.
- Strong Work Ethic: Willing to go above and beyond to help customers and coworkers.
- Accountable: Takes ownership of mistakes, learns from feedback, and focuses on solutions.
- Adaptable: Comfortable adjusting priorities in a constantly changing environment.
- Team-Oriented: Understands that successful dispatching requires cooperation between the office and field teams.
- Customer-Focused: Genuinely cares about delivering a positive experience.
- Growth-Minded: Interested in learning new skills, accepting additional responsibilities, and advancing professionally.
Qualifications
- Previous dispatching, scheduling, or customer service experience preferred.
- HVAC, plumbing, electrical, or other home-service industry experience strongly preferred.
- Experience with Housecall Pro or similar field-service management software is a plus.
- Strong computer skills and ability to navigate multiple software platforms.
- Excellent verbal and written communication skills.
- Ability to multitask and make sound decisions under pressure.
- Strong organizational skills and attention to detail.
- Comfortable handling high call volumes and managing multiple technicians.
- Ability to work independently while remaining an effective team member.
- Professional phone etiquette and a positive attitude.
- Experience with appointment booking, customer retention, or service agreement sales is beneficial.
What We Offer
- Competitive hourly compensation based on experience.
- Health, dental, and vision insurance options.
- Paid time off.
- Stable, full-time employment.
- Supportive, team-oriented work environment.
- Ongoing training and professional development.
- Opportunities for advancement into Senior Dispatcher, CSR Lead, Office Management, and other leadership positions.
- The opportunity to grow with an established company that continues to expand.
What Success Looks Like
A successful dispatcher at C.D. Shanahan’s does more than keep the phones answered.
They ensure our technicians stay productive, customers remain informed, appointments are scheduled efficiently, and important details never fall through the cracks.
They understand that every phone call is an opportunity to build trust, every appointment impacts the company’s success, and every customer deserves a professional experience.
We value employees who take initiative, hold themselves to high standards, and want to build a long-term career—not simply collect a paycheck.
Join Our Team
If you’re dependable, energetic, organized, and enjoy working in a fast-paced environment where your contributions make a real difference, we’d love to hear from you.
We’re building a team of professionals who take pride in their work, support one another, and are committed to delivering exceptional service.
Apply today and grow your career with C.D. Shanahan’s HVAC, Plumbing, Electrical & Remodeling!