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Senior Customer Support Representative

Airco Service Company

Troy, IL

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JOB DETAILS
SALARY
$24–$28 Per Hour
SKILLS
Billing, Call Monitoring, Communication Skills, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Support/Service, Dental Insurance, Driver's License, Establish Priorities, HVAC, Health Insurance, High School Diploma, Leadership, Logistics Management, Maintain Compliance, Maintenance - HVAC, Mentoring, Metrics, On Call, On Site Support, Onboarding, Organizational Skills, Performance Metrics, Problem Solving Skills, Process Flow, Process Improvement, Project Tracking, Resolve Customer Issues, Safety/Work Safety, Schedule Development, Training/Teaching, Vision Plan
LOCATION
Troy, IL
POSTED
10 days ago
Benefits:
  • 401(k)
  • 401(k) matching
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance

Senior Customer Service Representative / Lead Dispatcher


Airco – Troy, Illinois


Schedule / Expected Work Hours


Full-time, Monday–Friday, 8-hour shifts.
 Typical hours: 7:00 AM – 3:30 PM with occasional overtime or structured on-call rotation during peak seasons (additional compensation provided for on-call participation).


Job Summary


Airco, a leading residential & commercial HVAC/Mechanicals contractor in Troy, Illinois, is seeking an experienced Senior Customer Service Representative / Lead Dispatcher to oversee daily service scheduling and support the performance of our CSR team. This role is ideal for a professional with 5+ years of HVAC or mechanical service coordination experience who excels in operational efficiency, customer communication, and team mentorship.


You will play a leadership role within the service department, managing complex scheduling logistics, handling escalated customer issues, and ensuring technician productivity aligns with company performance goals.


Benefits/Perks


  • Competitive hourly pay ($24–$28/hr based on experience)
  • Performance-based bonuses (5–10% potential annual variable compensation)
  • Health, dental & vision insurance
  • 401(k) with company match
  • Paid holidays & PTO
  • Leadership development & training opportunities
  • Company-branded apparel
  • Career advancement pathway into Service Management
  • Supportive, high-performance team culture
  • Stable year-round commercial service portfolio
Responsibilities


  • Lead daily scheduling and dispatch operations to maximize technician efficiency and revenue capture.
  • Handle escalated customer concerns and resolve service-related issues professionally and promptly.
  • Oversee work order accuracy, job status tracking, and technician schedule optimization.
  • Support and mentor junior CSRs; assist with onboarding and training of new team members.
  • Monitor call metrics, booking rates, and maintenance agreement scheduling performance.
  • Coordinate emergency and after-hours service dispatch as part of a structured rotation.
  • Collaborate with Service Manager to improve processes, communication flow, and customer experience standards.
  • Assist with service reporting, billing coordination, and KPI tracking.
  • Maintain strong communication with field technicians regarding job changes, material needs, and timeline adjustments.
  • Ensure adherence to company standards, safety protocols, and service excellence expectations.
Qualifications


  • High school diploma or GED required; additional business or management coursework preferred.
  • Minimum of 5+ years of customer service experience, with at least 3 years in HVAC/mechanical service coordination or dispatch.
  • Proven experience handling escalated customer situations and high-volume scheduling.
  • Demonstrated leadership ability or experience mentoring team members.
  • Strong proficiency in CRM/dispatch platforms (ServiceTitan or similar strongly preferred).
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to prioritize workload, make independent decisions, and manage competing demands.
  • Strong understanding of HVAC service workflows and terminology preferred.
  • Reliable attendance and ability to work full-time in-office.
  • Valid driver’s license preferred.
 

About the Company

A

Airco Service Company

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