Customer Service / Dispatcher

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

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 a highly organized and motivated Customer Service / Dispatcher to join our growing team.

Job Summary

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.

Key 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

Qualifications

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

Benefits

Competitive salary based on experience

Health, dental, and vision insurance

Paid time off and holidays

401 (K) retirement plan with company match

Our ideal candidate will 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.

We look forward to hearing from you!