HVAC CSR​/Dispatcher

Overview

CUSTOMER SERVICE REPRESENTATIVE

Lead, Innovate, and Grow with Us at Comfort Systems of Montana! Comfort Systems of Montana is on the hunt for a standout HVAC CSR who’s not just looking for a job, but a mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians during a period of growth and expansion.

This role focuses on delivering exceptional service for both residential and commercial clients and upholding our mission to set the HVAC standard through cutting-edge solutions and unwavering customer service excellence.

Since 1999, Comfort Systems of Montana has served Bozeman, Montana and the surrounding communities. We are a veteran-owned and local family business with a team of licensed professionals that design, install and service residential and commercial heating and cooling systems. We stand on performance and value, striving for efficiency, reliability, and customer satisfaction. This position offers a opportunity to contribute to a growing organization where your work directly impacts the company’s success.

Our mission is to set the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence. Our vision is to be the household name and the logical choice for HVAC in the Gallatin Valley. Our core values include Inspirational, Disciplined, Accountable, Transparent, Aligned, and GSD (we get sh
* t done).

• Customer Interaction Management: Serve as the primary point of contact for all inbound customer inquiries via phone, email, and text. Provide clear, professional communication regarding service timelines, pricing expectations, and next steps. Create and maintain a positive, solutions-oriented customer experience. Confirm appointments and follow up with customers before and after service calls. Collect customer feedback and manage review requests as appropriate.
• Scheduling & Dispatch: Utilize our CRM, Service Titan, to schedule service calls, installations, maintenance visits, and emergency appointments. Dispatch technicians in real time, ensuring optimal routing and minimal downtime. Balance technician skillsets, availability, and geographic efficiency when building daily schedules. Monitor technician status throughout the day and adjust schedules as needed. Communicate delays or schedule changes proactively to customers. Ensure same-day service opportunities are maximized when capacity allows.
• Preventative Maintenance Program Management: Schedule all preventative maintenance (PM) customers in accordance with seasonal targets. Build and maintain rolling maintenance call lists to ensure 100% agreement fulfillment. Proactively contact maintenance members to secure appointments ahead of peak seasons. Track agreement renewals, expirations, and upsell opportunities. Coordinate technician capacity to prioritize maintenance during shoulder seasons. Assist in growing and retaining the maintenance membership base.
• Data Management & Reporting: Accurately enter and maintain customer records in Service Titan. Track KPIs including booking rates, maintenance conversion, average ticket, and technician utilization. Generate reports to inform management on scheduling efficiency, customer trends, and revenue performance. Maintain accurate call types, tags, and job documentation for reporting integrity.
• Issue Resolution & Escalation: Address customer concerns or complaints with professionalism and urgency. De-escalate situations while protecting company standards and policies. Escalate technical or complex issues to management when necessary. Ensure all service recovery actions are documented and closed out properly.
• Revenue & Opportunity Capture: Identify opportunities to convert inbound calls into booked appointments. Support technicians by properly setting expectations and gathering job details prior to dispatch. Assist in follow-up on unsold estimates and open opportunities. Support marketing campaigns by scheduling promotional calls and seasonal specials.
• Quality Control & Process Improvement: Review daily dispatch performance and technician…