Representative 2, Call Center

Job Description

Job Description

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: $19.71-22.63/hr
• 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 discounts on 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: 7/20/26

Training hours: 5am-2pm for 6 weeks.

Regular Schedule: Must be available to work a full-time schedule TBD, 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 customers regarding missed 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).
• Performs other duties as assigned.

Qualifications

Education / Training

• High school diploma or GED.
• Completion/certification from an accredited business/office vocational school is a plus.
• An AA degree a plus.

Work Experience / Skills

• Minimum 2 years of Call Center/Dispatch experience 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 and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Flexible schedule to work weekends, holidays, or overtime as required.
• Friendly and helpful demeanor.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Strong ability to use typical business tools, including E-Mail, Word, Excel, etc.