Customer Service Representative

Customer Service & Dispatch Team MemberAt Cline's Heating and Air, we don't believe in average and neither should you. We have a team of high performers who take pride in their work, support one another, and show up every day ready to execute at a high level. Our Customer Service & Dispatch team plays a critical role in that mission by keeping our operations running efficiently, delivering an exceptional customer experience, and driving consistent growth. This role is for someone who is proactive, organized, and thrives in a fast-moving environment. You'll be responsible for managing schedules, supporting technicians in the field, generating opportunities through outbound calls, and helping customers make informed decisions about their home comfort systems. If you are someone who takes ownership, communicates with clarity, and wants to grow with a company that is raising the standard in the HVAC industry, we want to talk to you.At Cline's Heating and Air, we don't just install HVAC systems. We set the standard for quality, expertise, and customer satisfaction. As Spokane's most reliable residential and commercial 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 of high performers 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 our Friday team workouts, 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 Heating and Air is the place for you.Core Responsibilities & CompetenciesScheduling, Dispatch & Technician Utilization:Own the daily schedule with a focus on maximizing technician productivity and revenue per hourCollaborate with the Service Manager to build, adjust, and optimize the board in real timeDispatch technicians with clear job scopes, history, and expectationsProactively fill open time slots, cancellations, and gaps same-dayPrioritize scheduling based on revenue impact, urgency, and membership statusEnsure technicians are fully booked 24–48 hours in advanceMonitor job progress and reallocate resources as needed to avoid downtimeProactive Revenue Generation (Outbound Activity):Execute daily outbound calls to: Unsold estimates, Deferred repair opportunities, Maintenance/tune-up lists, Membership renewalsDrive booking of AC/Furnace tune-ups, Indoor air quality add-ons, System replacement consultationsIdentify opportunities to upsell or bundle services during inbound/outbound callsMaintain a consistent call cadence and tracking metrics (calls, bookings, revenue generated)Accounts Receivable & Cash Flow Support:Proactively call customers to collect outstanding balances (AR)Track and follow up on aging invoices (30/60/90+)Coordinate with Service Manager and Accounting on disputed or delayed paymentsEnsure all completed jobs are closed out promptly, invoiced accurately, and collected in a timely mannerReduce AR aging and improve cash conversion cycleCustomer Communication & Experience:Serve as the primary point of contact for scheduling, updates, and follow-upsSet clear expectations with customers on arrival windows, pricing/approval process, next stepsFollow up after visits to confirm satisfaction, address concerns, reinforce future service opportunitiesHandle high-volume calls with professionalism, urgency, and control of the conversationWork Order & Invoice Accuracy:Review technician notes and invoices for completeness, accuracy, proper coding and attachmentsUpdate and finalize invoices in ServiceTitanEnsure all jobs include clear descriptions, photos (if applicable), proper pricing and approvalsReduce billing errors and callbacks due to miscommunicationCRM & Data Management:Maintain clean, accurate customer records in ServiceTitanTag and track maintenance members, unsold opportunities, follow-up listsBuild and manage call lists for outbound revenue activityEnsure all communication, notes, and job details are documented in real timeTeam Support & Operational Excellence:Act as the communication hub between technicians, sales, and managementAnticipate issues before they happen and solve problems proactivelySupport technicians by ensuring they have full schedules, complete job information, are set up to close and generate revenueMaintain a sense of urgency and ownership over the board at all timesCline's Club Membership Sales (Recurring Revenue Driver):Actively promote and sell Cline's Club Memberships on every applicable inbound and outbound callEducate customers on the value of membership, including priority service, cost savings on repairs, preventative maintenance benefits, extended equipment lifePresent membership as the default recommendation, not an add-onConvert one-time service calls ? membership customers, tune-ups ? membership enrollments, unsold estimates ? membership entry pointBundle memberships with scheduled repairs, tune-ups, new customer onboardingTrack and follow up on missed membership opportunities, expired or canceled membershipsMaintain a running list of non-members for future outreach, high-probability conversion opportunitiesKey Performance Expectations:Technician schedules 90–100% booked dailyOutbound calls completed daily (target-based)Tune-up and maintenance bookings hitting monthly targetsAR reduced and kept within company benchmarksMinimal scheduling gaps and same-day recovery on cancellationsHigh customer satisfaction and low complaint volumeCore Competencies:High urgency and bias for actionRevenue-minded (not just task-oriented)Strong communication and control of conversationsDetail-oriented with strong follow-throughAbility to multitask in a fast-paced environmentService Titan (Proactively complete Ignite, Ember and Saphire ST training)Problem solver under pressureCompensation, Benefits & Culture:$20-$25/hour DOE plus incentives and bonuses. YOU decide what YOU make.MedicalDental, Vision, and Accident Insurance are also available401K PlanPaid holidaysPaid vacation timeOpportunity for advancementOngoing local, regional, and national training opportunitiesMentorship and personal, professional, and financial goal planningOur team participates in training, hunting trips, camping trips, BBQ's and other fun activities throughout the yearOur Mission:Setting the standard in the HVAC industry.Our Vision:To be the undisputed household name for HVAC excellence in Spokane and Coeur d'Alene.Our Core Values:Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves we show up to make our team more impactful, create the best solutions for our customers and chase our potential.Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day to continue learning and growing.Accountable: We hold ourselves and our teams accountable to their goals because we know that