About Air1st HVAC Air1st HVAC is a U.S.-based residential and light‑commercial heating and cooling company focused on fast response, clear communication, and dependable service. We’re growing and leveling up our customer experience—this role is a big part of it. Role Overview You’ll be the first voice our customers hear and the dispatcher for our technicians. Half of your day is inbound (answering calls, booking jobs, dispatching techs, keeping routes tight); the other half is outbound sales (calling fresh web leads, texting/emailing estimates, and booking free inspections/service calls). If you love juggling moving parts, talking to people, and turning inquiries into scheduled jobs—this is for you. Responsibilities Inbound: Answer inbound calls and chats with empathy and urgency; identify needs and book appointments. Dispatch: Dispatch and re‑dispatch technicians based on skill, location, and route efficiency; minimize drive time and gaps. Job Progress: Monitor job progress in real time; update customers on ETAs, delays, and follow‑ups. Emergency Triage: Triage emergencies and prioritize same‑day/next‑day slots. Outbound Sales: Call and text new \"Free Quote/Inspection\" leads within minutes; qualify needs and convert to scheduled visits. Estimate Management: Send estimate links/templates; follow up methodically until outcome (booked / not interested / later). Re‑engagement: Re‑engage older quotes and unsold recommendations; aim for estimate‑to‑job conversion. CRM: Log all notes, outcomes, and next steps cleanly in the CRM. Customer Experience: Be the calm, confident point of contact throughout the job lifecycle; collect and confirm customer details, service addresses, and access instructions. Pipeline Management: Tag calls/leads accurately; keep pipelines, statuses, and calendars up to date. Process Improvement: Surface recurring issues or process gaps to the team; suggest improvements. Success KPIs High booking rate from inbound calls and web leads. Fast speed‑to‑lead on new quote requests. Strong schedule utilization (tight routes, minimal idle time). Growing estimate‑to‑job conversion and reduced no‑shows/cancellations. Consistently positive customer feedback and clear, complete CRM notes. Requirements Must‑Have Qualifications Fluent English (C2‑level speaking and writing; clear, confident phone presence). Call center, CSR, dispatcher, or inside sales experience—ideally in home services (HVAC, plumbing, electrical) or similar. Skilled with calendars, CRMs, and VoIP softphones; quick to learn new tools. Excellent judgment under time pressure; strong memory for details; proactive communicator. Reliable home office: fast/stable internet, quiet environment, noise‑canceling headset, reliable power. Comfortable working U.S. Central Time and coordinating with U.S. customers/teams. Nice‑to‑Have Spanish bilingual (highly preferred). Experience with home‑service platforms (e.g., ServiceTitan, Housecall Pro, Jobber) or ticketing tools. Familiarity with U.S. geography/time zones and common HVAC terminology. Job Type & Hours Full‑time • 40/48 per week. Education & Language Education: Bachelor’s (Preferred). Languages: English (Required), Spanish (highly preferred). Benefits 100% remote. Collaborative team, documented playbooks, and plenty of coaching. Competitive pay with performance‑based incentives. Growth path into senior dispatcher, team lead, or sales coordinator. #J-18808-Ljbffr