Customer Service Dispatcher

Position Overview

Air Runs has been a staple in the Austin community for 20+ years, renowned for excellence and innovation in Central Texas. We are seeking a motivated and organized Dispatcher to be the first point of contact for customer requests and serve as the communication link between customers, field technicians, and management. Prior experience in dispatching within the HVAC and/or plumbing industries is expected. Additionally, Air Runs has been servicing the Austin area for 25 years as an elite company for high-end homes.

Key Responsibilities

• Coordinate service calls for field teams and customers
• Connect with field teams and customers about special requests or details
• Plot and shift service calls when necessary
• Record customer complaints and service tech notes
• Track dispatch service calls and arrival times
• Schedule and dispatch HVAC and plumbing technicians for service calls and installations
• Communicate effectively with technicians, customers, and vendors via phone, text, and email
• Maintain accurate records of all service calls and technician activity
• Monitor job progress and provide status updates to customers
• Prioritize urgent service requests and adjust schedules accordingly
• Assist with parts ordering and coordination
• Ensure customer satisfaction by providing timely, professional, and courteous services

Required Qualifications

• Strong knowledge of customer interface and interaction
• Exceptional communication, customer service, organizational, and interpersonal skills
• Comfortable working with people in dynamic and stressful conditions
• Previous dispatching experience (HVAC or plumbing industry strongly preferred)
• Excellent communication, organization, and multitasking skills
• Proficient in scheduling software (HouseCall Pro/Service Titan) and Microsoft Office
• Ability to remain calm and professional under pressure

Preferred Qualifications

• 1+ years of experience as a service dispatcher
• Bilingual (English/Spanish)

Compensation& Benefits

• Compensation:$20 - $25 hourly