Lead Customer Service Representative / Dispatcher

Job overview

The Lead Customer Service Representative / Dispatcher role is onsite in Durham, NC. Compensation is not specified; the posting describes pay as competitive based on experience. The position supports Tech-On-Deck’s growing HVAC service operation. The role coordinates customer communications, technician dispatch, and daily schedules while helping the office stay organized and productive. As a lead, it also supports other customer service representatives and helps improve service procedures and the customer experience.

What you'll do

• Answer customer calls
• schedule HVAC service, maintenance, and installation appointments
• dispatch technicians based on location, skills, urgency, and schedule
• monitor and adjust schedules
• communicate updates
• follow up with customers
• resolve concerns
• maintain accurate customer information and job notes
• prioritize emergency calls
• coordinate with technicians and office staff
• monitor job progress
• improve dispatch procedures
• assist with CSR training.

What we're looking for

Skills & competencies

lead customer service representative

dispatcher

durham nc

tech-on-deck

hvac

technician dispatch

service scheduling

customer support

lead role

401(k) matching

paid time off

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k) with matching
• dental and vision insurance
• paid time off
• the posting also lists medical insurance, paid holidays, and advancement opportunities.

About the employer

Tech-On-Deck is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.