Lead CSR

Green Valley Cooling & Heating•Green Valley, AZ

4d•$23

About The Position

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.

Requirements

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

Nice To Haves

EPA 608 Type II
OSHA 10

Responsibilities

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