Lead Customer Service Representative

Job overview

The Lead Customer Service Representative role is onsite in Sioux Falls, SD. Compensation is not specified. The position supports Waterbury Heating and Cooling’s service operations. The lead coordinates customer service representatives, service calls, and technician dispatch to improve operational flow and profitability. The role helps customers receive timely service by prioritizing urgent requests, keeping technicians informed, and maintaining accurate appointment and service records.

What you'll do

• Dispatch technicians, equipment, and service vehicles
• answer customer calls and schedule service
• provide technicians with job details
• prioritize emergency calls and reschedule nonurgent appointments as needed
• monitor service request flow and technician productivity
• communicate with technicians during visits
• track calls, routes, and customer feedback
• maintain customer relationships
• schedule preventive maintenance
• enter appointment information for billing
• arrange permits and inspections as needed.

What we're looking for

Skills & competencies

lead customer service representative

sioux falls sd

waterbury heating and cooling

hvac service

technician dispatch

service calls

appointment scheduling

emergency calls

customer support

dispatch software

office operations

Work arrangement

• Weekend coverage required

Why this role

High school diploma or equivalent and 1–2 years of office experience required; customer service or dispatch experience required. Team leadership experience preferred; HVAC experience helpful but not required.

About the employer

Waterbury Heating and Cooling is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.