Job Description
Job Overview
Are you passionate about exceptional customer service? M and M is seeking a Client Services Dispatcher to be the friendly, professional voice for our customers. In this role, you’ll manage inbound and outbound calls, schedule and dispatch service appointments, and ensure every client feels heard, respected, and confident in choosing MandM. If you thrive in a fast-paced environment and enjoy problem-solving while creating smooth, stress-free experiences for homeowners, this role is for you.
Key Responsibilities
Serve as the primary point of contact for residential HVAC and plumbing clients via high-volume inbound and outbound calls
Schedule, coordinate, and dispatch service appointments with a strong focus on urgency, efficiency, and customer satisfaction
Quickly assess customer needs, identify service requests or concerns, and provide clear, confident solutions
De-escalate customer concerns with professionalism, empathy, and a solutions-based mindset
Maximize booking opportunities by confidently communicating service options and converting calls into scheduled appointments
Maintain accurate, detailed records of all customer interactions in ServiceTitan while multitasking calls and system updates
Collaborate closely with technicians and internal teams to ensure timely arrivals and seamless service delivery
Meet or exceed performance metrics while maintaining high-quality calls and following established call flows and scripts
Continuously expand knowledge of MandM’s services, memberships, and offerings to better serve customers
What we're looking for :
2-4 years of call center, dispatch, or customer service experience (service-based industry preferred)
Previous HVAC, plumbing, or home services experience is a strong plus
Excellent phone presence with the ability to build rapport quickly and professionally
Strong multitasking and time-management skills in a high-volume, fast-paced environment
Confident decision-making skills with sound judgment and attention to detail
Ability to talk and type simultaneously; minimum typing speed of 45 WPM
Proficiency in Microsoft Office
Benefits
#MNMP
Pay Range
$21—$26 USD
About M and M:
M and M Heating, Cooling, Plumbing and Electrical, has been servicing the Longmont, Colorado and surrounding communities since 1998. We are a family-owned and operated business where providing excellent service to our customers is a must. With many years of experience in the HVAC field, talented employees and a world class training program, we are the premier destination those seeking a career in HVAC and Plumbing.
We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.
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