Lead CSR

Lead Customer Service Representative (CSR)

📍 Green Valley Cooling & Heating
📌 Reports to: Operations Manager
⏱️ Non-Exempt | Full-Time

About the Role

Green Valley Cooling & Heating is looking for a Lead Customer Service Representative (CSR) to oversee our daily customer service and dispatch operations. This is a key leadership role that ensures our customers receive timely, professional service while supporting and guiding our CSR team.

As the Lead CSR, you’ll be the central hub between our customers, office team, and field technicians—helping drive efficiency, organization, and an exceptional customer experience.

What You’ll Do

Oversee daily CSR and dispatch operations to ensure calls are answered and scheduled efficiently

Coordinate technician schedules based on urgency, skill level, and job requirements

Lead, support, and mentor Customer Service Representatives

Monitor call flow and scheduling to maximize technician productivity

Step in to assist with calls, scheduling, and customer inquiries during peak times

Review service call details for accuracy before dispatching technicians

Handle escalated customer concerns with professionalism and care

Maintain communication between office staff and field technicians

Track technician progress throughout the day and adjust schedules as needed

Train new CSR team members on systems, processes, and expectations

Ensure accurate customer account information in company systems

Recommend process improvements to enhance efficiency and customer satisfaction

Maintain accurate records of calls, schedules, and communications

Assist with reporting on call volume, scheduling, and dispatch performance

Support general administrative and clerical duties as needed

What We’re Looking For

High school diploma or GED required

2+ years of customer service, dispatch, call center, or administrative experience preferred

HVAC or home service industry experience strongly preferred

Prior leadership or team coordination experience preferred

Strong organizational and multitasking skills in a fast-paced environment

Excellent customer service, communication, and problem-solving abilities

Experience with Microsoft Office (Excel, Word) and scheduling/dispatch software

Ability to remain calm, professional, and solutions-focused under pressure

Valid Arizona driver’s license

Preferred Certifications:

EPA 608 Type II

OSHA 10

Physical Requirements

Ability to sit and work at a computer for extended periods

Frequent use of phone, keyboard, and office equipment

Ability to occasionally stand, walk, bend, and lift up to 15–20 lbs

Clear verbal and written communication ability

Comfortable working in a fast-paced office environment

Apply Today

If you’re a strong communicator, natural leader, and thrive in a fast-paced environment—we’d love to meet with you.