Representative 2, Call Center

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management.With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $20-22/HR depending on experience
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K)with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discountson vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Position Summary:
Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch.Additionally, you are the first point of contact for our customers. You will be responsible for managing incoming service requests received via email and phone and accurately entering the information into our system for dispatch.

Start date: 10/26/26

Training hours: 5am-2pm for 2 weeks.

Regular Schedule: Must be available to work a full-time schedule, including overnights, 7 days a week on a rotation.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Prioritize incoming calls.
• Assign and dispatch technicians.
• Work with Service Managers to address open calls.
• Maintain proactive communication with customersregardingmissed SLAs.
• Verify nightly “on call” crew.
• Understand the geography of the market and understand the technicians.
• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
• Performsother duties as assigned.

Qualifications

Education / Training

• High school diplomaorGED.
• Completion/certification from an accreditedbusiness/office vocationalschool is a plus.
• An AA degree a plus.

Work Experience / Skills

• Minimum 2 yearsof Call Center/Dispatchexperience or experience in a fast-paced and mission-critical response environment.
• Ability to handle multiple tasks concurrently.
• Stay calm under pressure.
• Able to actively listen anddemonstrateempathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong senseof urgency.