CSR Service Scheduler - Kelso Industries

CSR Service Scheduler

Frey Lutz– Lancaster, PA

Regular Full-Time (8am-430pm) *In Office

About Frey Lutz

Frey Lutz has proudly served South Central Pennsylvania for over 40 years and is now expanding into the Delaware Valley region. As a leader in HVAC and plumbing services, we deliver cost-effective, worry-free solutions backed by quality that is on-target, on-budget, and on-time—every time. From dynamic designs to superior service, our team is committed to quality that is on-target, on-budget, and on-time—every time.

Position

The CSR Service Scheduler plays a critical role in supporting the day-to-day operations of the Service Department. This position is responsible for coordinating service activities, supporting technicians in the field, and ensuring seamless experience for both customers and internal teams. CSR Service Scheduler is responsible for answering incoming service calls and efficiently scheduling HVAC/Plumbing technicians for service. This role ensures optimal use of labor resources, timely response to customer requests, and accurate coordination of daily operations to maximize customer satisfaction and field productivity.

The ideal candidate is highly organized, proactive, and thrives in a fast-paced environment where priorities can shift throughout the day. This role requires strong communication, attention to detail, and a sense of urgency to keep operations running efficiently.

Key Responsibilities

· Answering incoming service calls and direct other calls

· Serve as a central point of communication between technicians, customers, vendors, and internal teams

· Monitor open service calls and ensure timely updates, completion, and follow-up

· Reschedule incomplete jobs. Track parts if on order.

· Communicate proactively with customers regarding appointment confirmations, arrival windows, and job status

· Work closely with Senior Dispatcher to align workload and priorities

· Prepare assignments for the next day for technicians

· Identify scheduling gaps and assist in optimizing technician productivity

Performance Expectations

· Demonstrates urgency and ownership in managing daily service operations

· After training, able to manage responsibilities with minimal supervision.

· Maintains clear, consistent communication with Frey Lutz team and customers

· Proactively manages open calls and follows through to completion

· Supports technicians by problem-solving rather than redirecting issues

· Contributes to an organized, efficient, and productive service schedule

· Adapts quickly to changing priorities in a high-volume environment

Qualifications

· Prior experience in service coordination, dispatching, or administrative support (HVAC, plumbing, or construction industry preferred)

· Strong organizational, multitasking abilities

· Strong self-motivator

· Excellent verbal and written communication skills

· Ability to make decisions and problem-solve in real time

· Proficiency in Microsoft Office, iPhones, and service/dispatch software systems

· High attention to detail and strong time management skills

Core Competencies

· Accountability and ownership of responsibilities

· Team-oriented mindset with a willingness to support others

· Ability to remain calm and solutions-focused under pressure

· Strong customer service skills with a professional demeanor

· Initiative to identify and resolve issues before they escalate

Benefits: Medical, Vision, Dental, Life Insurance, Disability Insurance, 401k with Company Match, Paid Time Off, Paid Holidays