Dispatcher/Customer Service Representative

Mechanical One, LLC; Orlando (FL); On-site; USD 35,000 - 52,000; Full time

Job summary

Mechanical One, LLC is seeking a Dispatcher/Customer Service Representative to coordinate service calls and dispatch technicians. You will assess customer needs, align with technician availability, and ensure high-quality service and smooth operations.

The role requires strong multitasking, communication, and scheduling skills, with a focus on timely responses and accurate record-keeping. Training opportunities and a collaborative team culture are offered.

Qualifications

• Bilingual in Spanish is a plus.
• High school diploma or equivalent.
• Previous dispatch, customer service, or similar role experience preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics industries is a plus.

Responsibilities

• Answer customer inquiries by phone and email promptly.
• Provide service details, scheduling options, and available alternatives.
• Manage appointment scheduling and coordinate dispatch with technicians.
• Maintain accurate records of appointments, clients, and job status.
• Address customer concerns professionally and resolve issues quickly.
• Follow up to confirm issue resolution and satisfaction.
• Maintain an up-to-date customer database and required documentation.
• Assist with payment processing and invoicing for tenant/landlord scenarios.
• Promote maintenance plans and relevant products to customers.
• Guide customers in choosing services that meet their needs.
• Participate in process improvements to boost service quality.
• Update work orders to keep builders informed via portals.
• Follow up on parts-ready tickets and schedule with homeowners.

Skills

Spanish (bilingual)

Dispatch experience

Customer service

HVAC

Plumbing

Electrical

Construction

Logistics

Data entry

Coordination

Multitasking

Attention to detail

Time management

Adaptability

Teamwork

Independence

Conflict resolution

Education

High school diploma or equivalent

Tools

ServiceTitan

Microsoft Office

GPS tracking

Job description

Description

Job Summary

As a Dispatcher/Customer Service Representative (CSR) at Mechanical One, you will be a key player in maintaining operational efficiency by coordinating service calls and dispatching technicians. Your primary responsibility will be to assess customer needs and align them with technician availability, ensuring the delivery of high-quality service and seamless operations. Your ability to multitask, prioritize tasks, and handle scheduling challenges will be critical in supporting the overall success of our operations.

Key Responsibilities

• Respond promptly to customer inquiries via phone and email, ensuring timely and accurate communication.
• Provide detailed information regarding services, scheduling, and available options.
• Efficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations and exceed customer expectations.
• Maintain accurate records of appointments, customer details, and job statuses for reference and follow-up.
• Address customer concerns or complaints professionally and resolve issues promptly.
• Ensure proper follow-up to confirm issue resolution and ensure customer satisfaction.
• Organize and maintain an up-to-date customer database and process all necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products to enhance customer value.
• Guide customers in making informed decisions about services to meet their needs.
• Contribute to team discussions aimed at improving processes and enhancing service quality.
• Maintain a clear board by moving unfinished calls to the following business day.
• Update builders on work order statuses via builder portals.
• Follow up on “parts ready” tickets and confirm scheduling with homeowners.

Qualifications & Skills

Education & Experience:

• Bilingual in Spanish is a plus
• High school diploma or equivalent.
• Previous experience in dispatch, customer service, or a similar role preferred.
• Experience in HVAC, plumbing, electrical, construction, or logistics industries is a plus.

Technical Skills:

• Proficiency in scheduling and dispatching software (e.g., ServiceTitan).
• Strong computer skills, including Microsoft Office (Word, Excel, Outlook).
• Ability to use GPS tracking and mapping systems.
• Data entry and record-keeping accuracy.

Communication & Customer Service Skills:

• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle high-pressure situations and multitask effectively.
• Professional and courteous phone etiquette.

Organizational & Analytical Skills:

• Strong attention to detail and ability to prioritize tasks.
• Ability to manage multiple service requests and coordinate field technicians efficiently.
• Strong time management skills and ability to adapt to changing priorities.

Other Key Qualifications:

• Ability to work independently and as part of a team.
• Strong conflict-resolution skills and ability to de-escalate difficult customer interactions.
• Familiarity with industry terminology and procedures is a plus.
• Ability to work flexible hours, including evenings and weekends, if required.

Why Join Mechanical One?

• Competitive compensation and benefits package.
• Opportunity to work in a dynamic and fast-paced environment.
• Supportive team culture with growth and career development opportunities.
• A chance to make a direct impact on customer satisfaction and operational efficiency.

Equal Employment Opportunity Statement

Mechanical One, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.