Virtual Assistant / HVAC Dispatcher

Full Job Description

Position Overview

This position will begin as part-time, with the opportunity to transition into a full-time role as our company continues to grow.  The pay range is $7-$10/Hour.

Our industry is weather-driven, which means workload and hours can vary depending on the season. During peak heating and cooling seasons, there may be opportunities for additional hours, while slower periods may offer fewer hours.

Availability requirements:

• Must be available to work weekends (Saturday and Sunday) during peak seasons as needed.
• Flexibility is essential, as schedules may change based on weather, call volume, and business demands.
• Willingness to assist during high-demand periods is highly valued.

Job Responsibilities

Customer Communication

• Answer incoming phone calls, text messages, and missed calls promptly.
• Provide exceptional customer service and represent our company professionally.
• Handle customer questions and scheduling requests.

Scheduling & Dispatching

• Book service, maintenance, and installation appointments.
• Reschedule clients when necessary.
• Confirm appointments for the following day.
• Dispatch technicians efficiently throughout the day.
• Strategically adjust appointments based on technician location, skill set, urgency, and route efficiency.
• Monitor technician progress and make schedule adjustments as needed.

Technician Support

• Check out technicians after every completed job.
• Review job notes, photos, invoices, and documentation for completeness.
• Ensure all jobs are properly closed out and updated in our CRM.

Outbound Calling & Follow-Up

• Follow up with warm and cold leads.
• Contact maintenance membership clients for scheduling and retention.
• Make customer satisfaction ("Happy") calls after completed visits.
• Follow up on unsold estimates and open opportunities.

Lead Management

• Respond to Yelp leads and other lead sources promptly.
• Maintain lead follow-up processes to maximize booking rates.
• Track customer interactions and update records accurately.

Job Requirements

Qualifications & Requirements

• Previous HVAC dispatch, customer service, call center, virtual assistant, or home-service industry experience is strongly preferred.
• We are willing to train the right person who has exceptional organizational, communication, and multitasking skills.
• Excellent verbal and written English communication skills.
• Ability to think strategically and make scheduling decisions based on technician location, skill set, and urgency.
• Comfortable handling a high volume of phone calls, text messages, and customer interactions.
• Comfortable making outbound calls to leads and existing customers.
• Strong computer skills and the ability to quickly learn new software and systems.
• Ability to multitask and remain calm in a fast-paced environment.
• Reliable internet connection and a quiet workspace are required.

Bonus Points If You Have Experience With:

• HVAC dispatching or scheduling
• Customer service or call center environments
• Yelp, Thumbtack, or lead management
• CRM and dispatch software
• Route planning and technician scheduling
• Home-service industries such as HVAC, plumbing, electrical, or roofing

Skills Required

• Customer Support - Intermediate
• Phone Support - Intermediate
• CRM - Intermediate

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