Dispatcher/Customer Service Representative

Mechanical One • Orlando, FL

5d

About The Position

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

You will respond to customer inquiries, schedule appointments, maintain customer and job records, address concerns, and follow up to confirm resolution and satisfaction. Additional duties include processing documentation and payments, promoting relevant services, coordinating with builders and homeowners, and contributing to process improvements.

Requirements

• High school diploma or equivalent.
• Strong computer skills, including Microsoft Office (Word, Excel, and Outlook).
• Excellent verbal and written communication skills, active listening, and problem-solving abilities.
• Ability to handle high-pressure situations and multitask effectively.
• Professional and courteous phone etiquette.
• Strong attention to detail, prioritization, and time-management skills; 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.
• Accuracy in data entry and record keeping.
• Ability to use GPS tracking and mapping systems.

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.
• Proficiency with scheduling and dispatching software such as ServiceTitan.
• Familiarity with industry terminology and procedures.

Responsibilities

• Respond promptly and accurately to customer inquiries by phone and email, and provide information about services, scheduling, and available options.
• Manage service appointment scheduling and coordinate with dispatchers to support smooth operations and customer expectations.
• Maintain accurate appointment, customer, and job-status records, and keep the customer database and documentation up to date.
• Address customer concerns and complaints professionally, resolve issues promptly, and follow up to confirm resolution and satisfaction.
• Assist with payment processing and invoicing, particularly in tenant/landlord situations.
• Promote maintenance plans and other relevant products, and guide customers in choosing 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.
• Coordinate service requests and field technicians efficiently.

Benefits

• Competitive compensation and benefits package.
• Growth and career development opportunities.

What This Job Offers

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