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About nexahire – Leaders in Residential HVAC & Plumbing Solutions
Founded in 1979, nexahire has evolved from a modest family‑run service shop into a premier Northern Virginia contractor specializing in heating, ventilation, air‑conditioning, and plumbing solutions. Our reputation is built on reliability, technical excellence, and a deep commitment to the comfort and safety of the homes we serve. With a rapidly expanding customer base and a robust membership program, nexahire continues to set industry standards for quality, responsiveness, and employee empowerment.
Position Overview – Remote Customer Service Representative / Dispatcher
We are seeking a dynamic, detail‑oriented Remote Customer Service Representative (CSR) who will also serve as a Dispatcher for our skilled field technicians. This hybrid role blends front‑line customer interaction with strategic scheduling, ensuring that every service call is answered promptly, every technician is optimally deployed, and every customer feels valued. The position is based in Chantilly, VA, with a flexible schedule that combines one day in our modern office and four days of remote work from the comfort of your home.
Key Responsibilities
- Dispatch Coordination: Match service requests to technician availability, geographic proximity, and skill set to maximize productivity, profitability, and on‑time performance.
- Inbound Call Management: Answer all incoming service calls, accurately capture customer information, and adjust schedules in real‑time to accommodate urgent or last‑minute changes.
- Customer Issue Resolution: Resolve inquiries, complaints, and service concerns with empathy, professionalism, and speed, turning potential frustrations into positive experiences.
- Membership Advocacy: Educate callers about nexahire’s Membership benefits, encouraging enrollment and fostering long‑term loyalty.
- Outbound Scheduling Calls: Proactively contact customers to fill open service slots, maintain a full schedule, and support the company’s membership retention goals.
- Team Collaboration: Serve as a reliable teammate, sharing information, assisting colleagues during peak periods, and contributing to a supportive work environment.
- Data Accuracy & Reporting: Keep the dispatch system up‑to‑date, log all interactions, and generate daily reports that help management track performance metrics.
- Geographic Expertise: Leverage knowledge of Northern Virginia’s major cities, neighborhoods, and traffic patterns to make informed routing decisions.
Essential Qualifications
- Minimum of 1‑2 years experience in a call‑center or customer‑service environment, preferably within the HVAC, plumbing, or related home‑services industry.
- Typing speed of at least 70 words per minute with a high degree of accuracy.
- Exceptional verbal communication skills; a genuine enthusiasm for speaking with people and making them feel heard and satisfied.
- Demonstrated ability to work both independently and collaboratively within a team setting.
- Strong familiarity with the major cities, suburbs, and traffic corridors of Northern Virginia.
- Detail‑oriented mindset with proactive problem‑solving capabilities.
Preferred Qualifications
- Previous experience in dispatching or field‑service coordination.
- Knowledge of HVAC or plumbing terminology and service processes.
- Experience using scheduling software such as ServiceTitan, Housecall Pro, or similar platforms.
- Certification in customer‑service excellence or related professional development courses.
Skills & Competencies Required for Success
- Communication Excellence: Clear, courteous, and persuasive speaking and writing abilities.
- Multi‑Tasking Agility: Ability to juggle multiple calls, schedule changes, and data entry tasks without sacrificing quality.
- Technical Proficiency: Comfortable navigating CRM and dispatch software, as well as basic office productivity tools (Microsoft Office, Google Workspace).
- Analytical Thinking: Quick assessment of service requests to determine the most efficient technician assignment.
- Customer‑Centric Attitude: Commitment to delivering a “wow” experience that drives loyalty and referrals.
- Time Management: Consistently meet response‑time targets and adhere to scheduled work hours.
- Adaptability: Thrive in a fast‑changing environment where priorities shift throughout the day.
Career Growth & Learning Opportunities
nexahire believes in investing in its people. As a Remote CSR/Dispatcher, you will have access to a clear career pathway that can lead to senior dispatch roles, team leadership positions, or specialized customer‑experience management tracks. We provide:
- Regularly scheduled training sessions on advanced dispatch strategies, conflict resolution, and product knowledge.
- Mentorship programs pairing you with seasoned supervisors who can guide your professional development.
- Opportunities to cross‑train in related departments such as sales, field operations, or technical support.
- Support for industry certifications and continuing‑education courses, with tuition reimbursement for approved programs.
Work Environment & Company Culture at nexahire
Our culture is built on three pillars: Integrity, Innovation, and Inclusion. We foster a supportive atmosphere where every voice matters, and we celebrate diversity of thought and background. Even though the majority of the role is remote, you will experience:
- A collaborative virtual workspace with daily team huddles, shared digital whiteboards, and open‑door communication channels.
- One in‑office day per week (Monday) at our modern Chantilly facility, featuring ergonomic workstations, a stocked breakroom, and opportunities for face‑to‑face interaction.
- Flexible scheduling that respects work‑life balance, with a standard 8‑hour shift (8 AM–5 PM) and a one‑hour lunch break.
- Recognition programs that highlight top performers in customer satisfaction, dispatch efficiency, and membership growth.
Compensation, Perks & Benefits
nexahire offers a competitive compensation package designed to reward both skill and performance.
- Hourly Wage: $16 – $19 per hour, commensurate with experience.
- Commission Opportunities: Performance‑based incentives that can add $100 – $1,000+ per month, reflecting your impact on scheduling efficiency and membership sales.
- Comprehensive Benefits: Medical, dental, vision, short‑term disability (STD), long‑term disability (LTD), and life insurance coverage.
- Retirement Savings: 401(k) plan with company match to help you build a secure future.
- Paid Time Off: 7 paid holidays annually, plus vacation and personal days to recharge.
- Learning & Development: Access to periodic classes, webinars, and industry workshops.
- Technology Support: nexahire provides a laptop and cell phone for work‑related use; you supply high‑speed internet and a quiet home workspace.
How to Apply – Join the nexahire Team Today
If you are passionate about delivering exceptional service, enjoy the challenge of coordinating field operations, and thrive in a remote‑first environment, we want to hear from you. Click the link below to submit your application, and take the first step toward a rewarding career with nexahire.
Conclusion
At nexahire, every customer interaction is an opportunity to reinforce our legacy of excellence. As a Remote Customer Service Representative & Dispatcher, you will be at the heart of that mission—ensuring that homes across Northern Virginia stay comfortable, safe, and well‑maintained. Join a forward‑thinking team that values your contributions, supports your growth, and celebrates your successes. Apply now and become a vital part of nexahire’s continued story of service excellence.
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