HVAC CSR​/Dispatcher

Customer Service Representative

Are you ready to be at the heart of transformation? Comfort Systems of Montana is on the hunt for a standout HVAC CSR who's not just looking for a job, but a mission. A mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians as we undergo tremendous growth and expansion!

This isn't just a role; it's your stage to foster exceptional service standards for both residential and commercial clients, embodying our mission to set the HVAC standard through cutting-edge solutions and unwavering commitment to 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 phenomenal team of licensed professionals that design, install and service residential and commercial heating and cooling systems.

We stand on performance and value, which is why our systems are efficient, reliable, affordable and we can guarantee satisfaction every time. If you want to be part of something bigger than just a job - make this career move and find exactly what you're looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct impact on the success of the company.

We believe in the power of growth, not just for our business, but for every individual that joins us because we know that we can only reach the stars when we lift each other up. If you're ready to lead, inspire, and make a real difference, your opportunity is here! Let's grow and win together, creating a future that's as bright as your ambition.

Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.

Be the household name and only logical, choice for HVAC in the Gallatin Valley.

• Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves, we show up to make our team more impactful, create the best solutions for our customers and to chase our potential.
• Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day in order to continue learning and growing.
• Accountable: We hold ourselves and our teams accountable to their goals because we know that true growth doesn't happen by accident. Extreme accountability yields extraordinary results.
• Transparent: We have big goals, and we are moving quickly. Our team has transparency into the priorities of our clients, teams, and organization to prioritize the work that gets closer to our goals.
• Aligned: We only hire growth-oriented individuals because we know that our business can't grow if our people aren't growing. Then we align our business goals with every team member's personal, professional and financial goals - when our team wins, the company wins.
• GSD: We get sh
  * t done.

• 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.
• 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.
• 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.
• 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.
• Address customer concerns or complaints with professionalism and urgency.
• De-escalate situations while protecting company standards and policies.
• Escalate technical or complex issues to…