Admin Assistant / HVAC Dispatcher - Masis Staffing

Admin Assistant / HVAC DispatcherType: Full-time, hourly Pay: $18-22 Hour (adjust to experience) Health Benefits/PTO Schedule: (Mon-Fri, 8:00 AM - 4:30 PM)We're looking for a calm, organized, friendly Customer Service Representative / Dispatcher to intake calls between our customers and our technicians. You will answer incoming calls, determine what each customer needs and how urgent it is, and schedule and dispatch technicians efficiently. This is a fast-paced role that rewards someone who stays composed under pressure and genuinely likes helping people.ResponsibilitiesAnswer incoming calls promptly and professionally, representing the company with a warm, helpful toneScreen calls to identify the issue, system type, and urgency (no heat or no AC, water leaks, safety concerns versus routine maintenance or quotes)Schedule service appointments, estimates, and maintenance visits based on technician availability, skills, and locationDispatch technicians and give them accurate job details, customer information, and directionsEnter customer information and job details accurately in our scheduling/CRM software (Housecall Pro).Send appointment confirmations and reminders; follow up with customers on ETAs and schedule changesDe-escalate upset or stressed customers and escalate to the owner or office manager when neededHandle basic questions about services, service areas, and the company's standard feesAssist with light office tasks as needed (invoicing questions, filing, taking messages)Qualifications RequiredHigh school diploma or equivalent2+ year of experience in customer service, call center, front desk, or dispatch workClear, friendly phone presence and strong verbal communicationAbility to stay calm, think clearly, and multitask under pressureComfortable with computers, scheduling software, and fast, accurate typing/data entryStrong organization and attention to detailReliable transportation and dependable attendancePreferred (not required)Prior experience in HVAC, plumbing, electrical, or other home-service tradesBasic familiarity with HVAC terminology (furnace, heat pump, condenser, thermostat, etc.)Knowledge of the local service area and geographyBilingual (English/Spanish) a plus