HVAC Dispatcher & CSR

Cline's Heating and Air Conditioning HVAC Dispatcher & CSR

Location : Spokane Valley, WA

Pay Rate : $20-$25 / hour plus incentive and bonus pay

JOB SUMMARY :

At Cline’s Heating & Air Conditioning , we believe our success starts with people — the ones who pick up the phone, solve problems, and keep our customers and technicians smiling. The Dispatcher / Customer Service Representative is the heartbeat of our operations — the voice that connects customers to comfort and sets our field team up to win every single day.

This isn’t just a “desk job.” It’s a role for someone who thrives in a fast-moving environment, loves helping people, and takes pride in making things run smoothly. You’ll be the calm in the chaos — organizing schedules, supporting our technicians and Comfort Advisors, and ensuring every customer interaction reflects our company values : Integrity, Accountability, and Excellence .

We’re looking for someone who’s detail-oriented but people-driven, who can juggle ten moving parts and still deliver a five-star experience. If you love teamwork, live for efficiency, and take ownership of results, you’ll fit right in. At Cline’s, we win together — and when our people grow, our company grows.

ABOUT US :

At Cline’s AC, we don’t just install HVAC systems—we set the standard for quality, expertise, and customer satisfaction. As Spokane’s most reliable HVAC company, we have been serving homeowners, businesses, and contractors since 1988 with a commitment to excellence that goes beyond just getting the job done. We believe in building lasting relationships, not just with our customers, but with our employees and industry partners. Our team is made up of high performers who take pride in their craft, support each other, and never settle for average. We invest in ongoing training, the best tools and technology, and a work culture that values accountability, growth, and teamwork. At Cline’s, we offer competitive wages, career advancement opportunities, and a company culture that feels like family. Whether it’s a company BBQ, team outings, or simply celebrating wins together, we believe in creating an environment where people love to work. If you’re looking for a company that values excellence, integrity, and the pursuit of being the best, Cline’s AC is the place for you.

CORE RESPONSIBILITIES :

• Customer Experience Champion : Answer inbound calls with professionalism, warmth, and empathy; listen carefully, ask the right questions, and ensure every customer feels heard and valued.
• Master Scheduler : Manage and prioritize the daily schedule in ServiceTitan , matching the right technician to the right job based on skillset, location, and urgency. Adjust in real time as situations change.
• Team Support : Partner with technicians and Comfort Advisors to ensure they are fully prepared for each call — from notes, materials, and customer details to time management and daily communication.
• Problem Solver : Anticipate roadblocks, resolve scheduling conflicts quickly, and communicate clearly with both the customer and the field team to keep the day running smoothly.
• Data Accuracy : Enter and update all customer records, job notes, and call details in ServiceTitan with precision and attention to detail.
• Follow-Up Specialist : Confirm appointments, send reminders, and follow up after service to ensure 100% satisfaction and uncover future opportunities.
• Operational Awareness : Maintain constant communication with field teams throughout the day, tracking progress, updating timelines, and ensuring that customer expectations are met or exceeded.
• Sales & Service Support : Identify opportunities for maintenance plans, system replacements, or additional services and connect customers with Comfort Advisors for next steps.
• Professional Communicator : Represent the company brand through clear, positive, and professional communication across all channels—phone, email, and text.
• Continuous Improvement : Bring ideas to improve efficiency, customer experience, and technician success. Be coachable, proactive, and focused on growth.

QUALIFICATIONS :

BENEFITS & CULTURE :

WHY JOIN US :

OUR MISSION :

Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.

OUR VISION :

To be the undisputed household name for HVAC excellence in Spokane and Coeur d’Alene.

OUR CORE VALUES :

About Cline's Heating and Air Conditioning :

Cline’s Heating and Air is a veteran-owned HVAC leader serving Spokane and North Idaho since 1988. Founded by the Cline family on a bedrock of integrity and a promise to “fix what others only replace” we’ve built deep community roots and a reputation for top-tier workmanship—you’ve likely seen our technicians at parts and supply houses. In May 2024, the Boston family acquired Cline’s, tripling our size within the first year while keeping our vision, mission, and core values intact. Today, we invest in our people with competitive wages, ongoing certification training, and clear career paths so every team member can excel. As we press forward to become the undisputed authority in local HVAC services, we’re looking for skilled, dependable professionals who share our commitment to excellence and community. Join us and help shape the next chapter of Cline’s Heating and Air.