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Your role · At Atlas Copco, we don't just value the work you do; we value · who you are · . We're a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. Our commitment to sustainability and innovation ke ...
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Your role · At Atlas Copco, we don't just value the work you do; we value who you are.We're a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. · Our commitment to sustainability and innovation keeps ...
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Sterling Heights, MI1 month ago
Senior Customer Support Representative - Troy - Airco Service
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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Customer Support Representative
Only for registered members Troy, MI
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Operations Support Representative
Only for registered members Auburn Hills, MI
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Technical Support Representative
Full time Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills, MI
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Customer Support Sales Representative
Only for registered members Rochester Hills
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Clinical Support Representative
Full time Only for registered members Schoenherr Rd. Suite Sterling Heights, Michigan, United States
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Customer Support Sales Representative
Only for registered members Rochester Hills, MI
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Technical Support Representative
Only for registered members Auburn Hills
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Customer Support Sales Representative
Only for registered members Rochester Hills
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Customer Support Sales Representative
Only for registered members Rochester Hills, MI
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Technical Support Representative
Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills, MI
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Technical Support Representative
Only for registered members Auburn Hills, MI
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Customer Support Representative
Only for registered members Auburn Hills
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Technical Support Representative
Only for registered members Auburn Hills, MI, US
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Technical Support Representative
Only for registered members Auburn Hills
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Sales Support Representative
Only for registered members Auburn Hills
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Customer Support Representative
Only for registered members Sterling Heights, MI