[Remote] Dispatcher and Customer Service Representative (CSR)- HVAC Industry

Note: The job is a remote job and is open to candidates in USA. Sychem Inc. is a growing company in the HVAC industry seeking a Customer Service Representative (CSR) to be the voice of the company and assist customers with their needs. The role involves managing communications, scheduling appointments, and providing support to field technicians.

Responsibilities

• Customer Communication: Answer calls and emails professionally while providing clear next steps
• Ticket Management: Create and manage tickets in Freshdesk, ensuring every interaction is documented
• Scheduling: Book service calls efficiently and optimize technician routes (target: 6 calls per tech/day)
• Payment Processing: Secure credit cards, process pre-authorizations, and coordinate with accounting
• Estimates & Follow-Ups: Send estimates, follow up on quotes, and convert leads to bookings
• Team Coordination: Use Slack to communicate with technicians, maintenance, and management
• Calendar Management: Maintain accurate Google Calendar entries, including buzzer codes and parking info

Skills

• Excellent Communication: Clear and friendly interactions are a daily requirement
• Calm Under Pressure: Ability to stay composed and find solutions for frustrated customers
• Detail-Oriented: Precision in managing multiple tickets and complex calendars
• Tech-Savvy: Proficiency with Freshdesk, Google Calendar, Slack, and AI tools
• Curious Learner: A willingness to learn the technical nuances of the HVAC industry
• Previous customer service experience
• Experience with Freshdesk or similar ticketing systems
• Basic HVAC knowledge or experience in scheduling/dispatch

Company Overview