Customer Service Representative & Dispatcher

Customer Service Representative/Dispatcher/Sales Coordinator

Are you a go-getter with positive energy who thrives in a fast-paced environment?
Do you want to build a long-term career in a company that values growth, hustle, and team spirit? If so, we want you on our team!

The CSR / Dispatcher / Sales Coordinator serves as a central point of coordination between customers, Sales, Service, Installation, and other internal teams. This position provides exceptional customer service while coordinating service calls, dispatching technicians, managing sales leads and appointments, and supporting the administrative needs of the HUB Department.

Responsibilities include customer communication, tech lead and appointment coordination, dispatching, job setup and file maintenance, scheduling, permitting, parts and equipment coordination, warranty and rebate administration, billing support, and general office support. This position requires strong organization, attention to detail, effective communication, and the ability to manage multiple priorities while maintaining a positive customer experience.

PLEASE NOTE: This role is located in Ferndale, Washington. This is NOT a remote position.

Pay, Incentives, and Benefits:

• Starting Salary Range: $24-32/hour DOE.
• Competitive Medical, Dental, and Life Insurance benefits
• Health Savings account, Vision, Short and Long-Term Disability
• Critical Illness and Accident benefits
• Employee Assistance Program and Counselor on staff
• 401K (with company match)
• Accrued Paid Time Off
• 6 Paid Holidays
• Flexibility to attend family functions, sports games, recitals, etc.
• Education Reimbursement Program
• Employee Discount Program
• Referral bonus program & Safety Recognition Program

Essential Job Functions

Customer Service, Sales & Scheduling

• Serve as a primary point of contact for walk-in, phone, email, and digital customer inquiries and provide a professional, customer-focused experience.
• Monitor and manage inbound leads, including phone, email, marketing, service-generated, and Red Phone tech turnover opportunities.
• Gather and document customer information; maintain accurate communications and job information in CRM/Dispatch system and other company systems.
• Qualify leads, schedule estimate appointments, and assign opportunities to the appropriate Design Technician.
• Coordinate customer and technician schedules for service and installation work and communicate timelines, changes, and expectations.
• Review technician debriefs and follow-up with customers to schedule additional service or required follow-up.
• Coordinate with Commercial, Plumbing, Residential, Service, and Installation Managers as needed to support scheduling and customer needs.

Dispatch & Service Coordination

• Dispatch technicians for daily repair and service calls and monitor job status and technician schedules.
• Monitor service calls and tech turnover leads during scheduled business hours and coordinate with the appropriate team members as needed.
• Maintain accurate service files and track open and unbilled service jobs through completion and billing.
• Process warranty paperwork and coordinate warranty parts with distributors.
• Order, track, and communicate delivery schedules for service parts and materials.
• Reconcile technician timecards with invoices and ensure appropriate job and customer numbers are assigned.
• Prepare and submit service invoices and other customer billing as needed.

Sales & Installation Support

• Create and maintain accurate job records, assign job numbers, and manage job status in CRM/Dispatch system from initiation through completion.
• Prepare job documentation, including installer packets and digital job files.
• Coordinate installation schedules with the Installation Manager and ensure required information and documentation are in place for job readiness.
• Coordinate required permits and inspections and maintain related documentation.
• Assist with equipment ordering and manufacturer registration as needed.
• Coordinate rebate and financing processes, including required customer documentation, submissions, approvals, and follow-up.
• Collect installation down payments and other customer payments as assigned.

Administrative Support

• Track, bill, and renew service contracts and request job setup for upcoming renewal periods.
• Send contracts to newly installed jobs and maintain related documentation.
• Generate invoices, reports, and internal sales/service tracking as needed.
• Monitor and follow up on past-due accounts.
• Track monthly employee incentives as assigned.
• Monitor purchasing and ferry card check-in/check-out.
• Provide general office support, including mail distribution, postage and office supplies, and other administrative needs.

HUB Team & Workflow Support

• Work collaboratively with other HUB team members to ensure customer requests, scheduling, dispatch, job documentation, billing, and administrative tasks are completed accurately and on time.
• Cross-train on HUB functions following written SOPs and update as needed
• Provide coverage for other HUB team members as needed.
• Take ownership of assigned tasks while maintaining awareness of overall HUB workflow and priorities.
• Perform other duties as assigned.

What We're Looking For:

• Positive energy and a • can-do• attitude • you're the kind of person people love to work with
• A self-starter who takes initiative and doesn't wait to be told what to do
• Strong multitasking and time-management skills
• Excellent phone etiquette and communication abilities, prior experience with Microsoft Teams and Outlook
• Comfortable working in a high-volume, fast-paced office setting
• Ability to recall information quickly and adapt to changing priorities
• Prior experience in HVAC and/or plumbing industry is a plus
• Familiarity with dispatching, service software, and parts ordering is a bonus

Education & Experience:

• High School Diploma or GED
• 1+ year(s) previous administrative experience preferred
• Ability to acquire and maintain First Aid certificate
• Possess a valid Driver's License and acceptable driving record

Why Join Us?

• Career advancement opportunities • we believe in promoting from within
• Supportive and team-oriented work environment
• Comprehensive training provided
• Competitive pay and benefits
• Be part of a company that values your input, drive, and ambition

All candidates are required to compete and application and submit a resume to be considered.

Drug Free Workplace.

Andgar desires to provide a drug-free, healthful, and safe workplace. This is a safety sensitive position for which impairment while working presents a substantial risk of death, therefore a successful applicant will be subject to pre-employment drug testing including cannabis in accordance with RCW 49.44.240

Equal Employment Opportunity Statement

Andgar Mechanical is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.

Andgar is a proud member of YesVets.

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