Dispatcher/Customer Service Representative

Redphone Management LLC • Orlando, FL

6d

About The Position

As a Dispatcher/Customer Service Representative at Mechanical One, you will help maintain operational efficiency by coordinating service calls and dispatching technicians. You will assess customer needs and match them with technician availability to support high-quality service and smooth operations. The role requires multitasking, prioritizing tasks, and handling scheduling challenges.

You will communicate with customers, manage appointments and records, address concerns, support payment processing and invoicing, promote relevant services, and coordinate updates with builders and homeowners. The position also involves contributing to process improvements and maintaining accurate, up-to-date customer information.

Requirements

• High school diploma or equivalent.
• Proficiency with scheduling and dispatching software, such as ServiceTitan.
• Strong computer skills, including Microsoft Word, Excel, and Outlook.
• Ability to use GPS tracking and mapping systems.
• Accurate data entry and record-keeping 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.
• 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.
• Ability to work independently and as part of a team.
• Strong conflict-resolution skills and ability to de-escalate difficult customer interactions.
• Ability to work flexible hours, including evenings and weekends, if required.

Nice To Haves

• Bilingual in Spanish.
• Previous experience in dispatch, customer service, or a similar role.
• Experience in HVAC, plumbing, electrical, construction, or logistics industries.
• Familiarity with industry terminology and procedures.

Responsibilities

• Respond promptly to customer inquiries by phone and email, providing timely and accurate communication.
• Provide detailed information about services, scheduling, and available options.
• Schedule service appointments and coordinate with dispatchers to support smooth operations and 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.
• Follow up to confirm that issues have been resolved and customers are satisfied.
• Organize and maintain an up-to-date customer database and process necessary documentation.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products.
• Guide customers in making informed decisions about services that meet their needs.
• Contribute to team discussions to improve processes and service quality.
• Maintain a clear board by moving unfinished calls to the following business day.
• Update builders on work order statuses through builder portals.
• Follow up on “parts ready” tickets and confirm scheduling with homeowners.

Benefits

• Competitive compensation and benefits package.
• Supportive team culture with growth and career development opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED