Customer Service/Dispatcher-Full Time
About The Position
Tri-State Mechanical Services has been in business for over 35 years in the Saint Louis area operating an HVAC/Refrigeration company. We are committed to providing exceptional service to our customers while maintaining a positive and efficient work environment for our team. We are seeking an experienced, highly organized and motivated Customer Service/Dispatcher to join our growing team. The Customer Service/Dispatcher is responsible for scheduling and dispatching service technicians to customer locations, ensuring efficient route planning, and providing outstanding customer service. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment. Responsibilities include taking phone calls from customers, enter job information into ServiceTrade, communicate with technicians and billing customers for completed jobs. Position requires the ability to multi-task with strong computer, customer service and communication skills. The schedule for this position is 1st shift Monday through Friday.
Requirements
- Must have a minimum of 2 years hands-on experience
- Previous experience in dispatching, customer service or scheduling
- Strong organizational and multitasking skills with the ability to prioritize tasks effectively
- Excellent communication skills, both verbal and written
- Proficiency in using scheduling software, CRM systems, or dispatching tools
- Ability to remain calm under pressure and problem solve in real time
- Detail oriented with strong focus on accuracy and efficiency
- Team player with a positive attitude and a commitment to customer satisfaction
Nice To Haves
- Act with prudence and professionalism, especially in the handling of confidential and private documents/data.
- Proactively assist clients in a professional, friendly manner in order to create the best possible experience by building relationships, understanding quality standards for service, and utilizing customer needs assessments.
- Keep a positive attitude in the face of criticism and maintain composure, keeping emotions in check and avoiding aggressive behavior, even in very difficult situations.
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Responsibilities
- Provide professional, friendly customer service at all times
- Answer phones and assisting customers
- Schedule and dispatch service technicians to customer locations based on priority, location and availability
- Maintain real-time communication with technicians to provide job details, updates and support
- Monitor and adjust schedules throughout the day to accommodate emergency service calls and unexpected changes
- Ensure proper documentation of all service requests, technician assignments, and job completion details in the system
- Coordinate with customers to confirm appointments, provide updates, and address inquiries or concerns
- Work closely with the service department and management to optimize technician efficiency and customer satisfaction
- Maintain accurate records of service calls, work orders, and technician performance
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Assist in resolving customer complaints or scheduling conflicts in a professional manner
- Follow company policies and procedures to ensure quality service and compliance with industry standards
Benefits
- Competitive salary based on experience
- Health, dental, and vision insurance
- Paid time off and holidays
- 401 (K) retirement plan with company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
