Senior Customer Support Representative - Troy - Airco Service

    Airco Service
    Airco Service Troy

    1 week ago

    Description

    Benefits:

    401(k)

    401(k) matching

    Competitive salary

    Dental insurance

    Health insurance

    Opportunity for advancement

    Paid time off

    Training & development

    Vision insurance

    Senior Customer Service Representative / Lead Dispatcher

    Airco – Troy, Illinois

    Schedule / Expected Work Hours

    Full-time, Monday–Friday, 8-hour shifts. Typical hours: 7:00 AM – 3:30 PM with occasional overtime or structured on-call rotation during peak seasons (additional compensation provided for on-call participation).

    Job Summary

    Airco, a leading residential & commercial HVAC/Mechanicals contractor in Troy, Illinois, is seeking an experienced Senior Customer Service Representative / Lead Dispatcher to oversee daily service scheduling and support the performance of our CSR team. This role is ideal for a professional with 5+ years of HVAC or mechanical service coordination experience who excels in operational efficiency, customer communication, and team mentorship.

    You will play a leadership role within the service department, managing complex scheduling logistics, handling escalated customer issues, and ensuring technician productivity aligns with company performance goals.

    Benefits/Perks

    Competitive hourly pay ($24–$28/hr based on experience)

    Performance-based bonuses (5–10% potential annual variable compensation)

    Health, dental & vision insurance

    401(k) with company match

    Paid holidays & PTO

    Leadership development & training opportunities

    Company-branded apparel

    Career advancement pathway into Service Management

    Supportive, high-performance team culture

    Stable year-round commercial service portfolio

    Responsibilities

    Lead daily scheduling and dispatch operations to maximize technician efficiency and revenue capture.

    Handle escalated customer concerns and resolve service-related issues professionally and promptly.

    Oversee work order accuracy, job status tracking, and technician schedule optimization.

    Support and mentor junior CSRs; assist with onboarding and training of new team members.

    Monitor call metrics, booking rates, and maintenance agreement scheduling performance.

    Coordinate emergency and after-hours service dispatch as part of a structured rotation.

    Collaborate with Service Manager to improve processes, communication flow, and customer experience standards.

    Assist with service reporting, billing coordination, and KPI tracking.

    Maintain strong communication with field technicians regarding job changes, material needs, and timeline adjustments.

    Ensure adherence to company standards, safety protocols, and service excellence expectations.

    Qualifications

    High school diploma or GED required; additional business or management coursework preferred.

    Minimum of 5+ years of customer service experience, with at least 3 years in HVAC/mechanical service coordination or dispatch.

    Proven experience handling escalated customer situations and high-volume scheduling.

    Demonstrated leadership ability or experience mentoring team members.

    Strong proficiency in CRM/dispatch platforms (ServiceTitan or similar strongly preferred).

    Excellent communication, problem-solving, and organizational skills.

    Ability to prioritize workload, make independent decisions, and manage competing demands.

    Strong understanding of HVAC service workflows and terminology preferred.

    Reliable attendance and ability to work full-time in-office.

    Valid driver's license preferred.


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