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About hirequest
Founded in 1979, hirequest has evolved from a modest family‑owned service provider into a leading name in the Northern Virginia HVAC and plumbing sector. With a steadfast commitment to quality, integrity, and customer satisfaction, hirequest has built a reputation for delivering reliable, efficient, and innovative solutions to residential clients across the region. Our team of seasoned technicians, customer‑centric professionals, and forward‑thinking leaders work together to keep homes comfortable and safe, one service call at a time.
Why hirequest?
At hirequest, we believe that great service starts with great people. We invest in our employees through continuous training, mentorship, and a culture that values collaboration, transparency, and personal growth. Whether you’re a seasoned dispatcher or a customer‑service enthusiast, you’ll find a supportive environment that rewards initiative, creativity, and a passion for helping others.
Role Overview
We’re looking for a proactive, detail‑oriented Remote Customer Service Representative & Dispatch Coordinator to join our dynamic team. In this hybrid role, you’ll be the first point of contact for our customers, ensuring that every service request is handled with professionalism and efficiency. You’ll also coordinate our technicians’ schedules, optimize route planning, and maintain a high level of customer satisfaction—all while working from the comfort of your home or our Chantilly office.
Key Responsibilities
- Dispatch Management: Assign and adjust technician schedules based on service requests, location, and availability to maximize productivity and profitability.
- Customer Interaction: Answer inbound calls, respond to emails, and engage with customers via chat or phone to resolve issues promptly and courteously.
- Issue Resolution: Investigate customer concerns, route them to the appropriate department, and follow up to ensure a satisfactory outcome.
- Membership Promotion: Educate customers on hirequest’s membership benefits, encouraging long‑term loyalty and upselling where appropriate.
- Outbound Outreach: Conduct proactive calls to keep the schedule filled, confirm appointments, and nurture our membership base.
- Data Accuracy: Maintain accurate records in our CRM, update technician statuses, and generate reports for management.
- Team Collaboration: Work closely with technicians, field managers, and the customer service team to streamline operations and share best practices.
- Continuous Improvement: Identify process bottlenecks, propose solutions, and participate in regular training sessions to stay current with industry trends.
Essential Qualifications
- Minimum of 1–2 years experience in a call center or customer‑service environment.
- Typing speed of at least 70 words per minute.
- Strong verbal and written communication skills, with a genuine passion for helping people.
- Proficiency with CRM systems, scheduling software, and Microsoft Office Suite.
- Excellent organizational skills and the ability to multitask in a fast‑paced setting.
- Self‑motivated and capable of working independently while also thriving in a team environment.
- Familiarity with the major cities and neighborhoods of Northern Virginia.
- Detail‑oriented mindset with a proactive approach to problem solving.
Preferred Qualifications
- Experience in the HVAC, plumbing, or home‑service industry.
- Knowledge of dispatching or logistics software (e.g., ServiceTitan, Jobber).
- Previous exposure to membership or subscription‑based service models.
- Background in sales or upselling customer‑service contexts.
- Bilingual or multilingual communication skills.
Skills & Competencies
- Exceptional customer‑service orientation.
- Strong analytical and problem‑solving abilities.
- Time‑management and prioritization skills.
- Adaptability to changing schedules and unexpected service demands.
- Team‑player attitude with a collaborative mindset.
- Tech‑savvy: comfortable learning new software quickly.
- High emotional intelligence and conflict‑resolution skills.
Career Growth & Learning Opportunities
hirequest is committed to nurturing talent and providing clear career pathways. As a Dispatch Coordinator, you’ll have the opportunity to:
- Advance to a Senior Dispatch Manager role, overseeing a larger team and more complex scheduling challenges.
- Transition into Operations Management, where you’ll shape company‑wide processes and strategies.
- Explore Customer Success Leadership, focusing on long‑term client relationships and retention.
- Participate in our Leadership Development Program, which includes mentorship, workshops, and cross‑departmental projects.
- Earn certifications in HVAC, plumbing, or customer‑service excellence through our partnership with industry training providers.
Work Environment & Company Culture
hirequest blends the flexibility of remote work with the camaraderie of a close‑knit team. Our hybrid model allows you to work from home or from our modern Chantilly office, depending on your schedule and preference. We value work‑life balance, encourage open communication, and celebrate achievements through regular team events, recognition programs, and community outreach initiatives.
Compensation & Benefits
Base Pay: $17–$20 per hour, commensurate with experience. Commission Structure: Earn additional income ranging from $100 to $1,000+ per month based on performance and customer retention metrics. Benefits Package:
- Medical, Dental, Vision, STD, LTD & Life Insurance
- 401(k) retirement plan with company match
- 7 paid holidays per year
- Paid vacation and personal days
- Ongoing education and professional development courses
- Company‑provided laptop and cell phone for remote work
- High‑speed internet stipend and quiet workspace guidelines
Remote Work Requirements
To ensure a seamless experience, we provide you with a laptop and cell phone. In return, we ask that you:
- Maintain a reliable high‑speed internet connection.
- Set up a quiet workspace with minimal background noise.
- Adhere to scheduled work hours (8:00 AM – 5:00 PM, Monday–Friday) and be available for real‑time communication.
How to Apply
Ready to elevate your career and make a tangible impact on customer satisfaction? Click the link below to submit your application and join the hirequest family. We look forward to discovering how your skills and passion align with our mission to deliver exceptional service across Northern Virginia.
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