Customer Service Dispatcher

Benefits

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• 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.

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

• Provide professional, friendly customer service at all times.
• Answer phones and assist 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.

Candidate Profile

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 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.

Application

We look forward to hearing from you!