{"id":1822696,"url":"https://alion.io/job/mechanical-one-dispatchercustomer-service-representative-4","title":"Dispatcher/Customer Service Representative","company":{"id":3854509,"name":"Mechanical One","domain":"mechanicalone.com","url":"https://alion.io/company/mechanical-one","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"C","score":58,"open_postings":138,"ghost_share":0.703,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Eustis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":18483},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-03-11T15:11:31Z","employer_posted_date":"2026-10-04","last_verified_at":"2026-10-22T10:45:57Z","board_verified":true,"closed_at":null,"days_open":224,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":224},"description":"Description\nJob Summary\nAs a Dispatcher/Customer Service Representative (CSR), you will be a key player in maintaining operational efficiency by coordinating service calls and dispatching technicians. Your primary responsibility will be to assess customer needs and align them with technician availability, ensuring the delivery of high-quality service and seamless operations. Your ability to multitask, prioritize tasks, and handle scheduling challenges will be critical in supporting the overall success of our operations.\nKey Responsibilities\nRespond promptly to customer inquiries via phone and email, ensuring timely and accurate communication.\nProvide detailed information regarding services, scheduling, and available options.\nEfficiently manage service appointment scheduling and coordinate with dispatchers to ensure smooth operations and exceed customer expectations.\nMaintain accurate records of appointments, customer details, and job statuses for reference and follow-up.\nAddress customer concerns or complaints professionally and resolve issues promptly.\nEnsure proper follow-up to confirm issue resolution and ensure customer satisfaction.\nOrganize and maintain an up-to-date customer database and process all necessary documentation.\nAssist with payment processing and invoicing, particularly in tenant/landlord situations.\nPromote maintenance plans and other relevant products to enhance customer value.\nGuide customers in making informed decisions about services to meet their needs.\nContribute to team discussions aimed at improving processes and enhancing service quality.\nMaintain a clear board by moving unfinished calls to the following business day.\nUpdate builders on work order statuses via builder portals.\nFollow up on “parts ready” tickets and confirm scheduling with homeowners.\nRequirements\nHigh school diploma or equivalent.\nPrevious experience in dispatch, customer service, or a similar role preferred.\nExperience in HVAC, plumbing, electrical, construction, or logistics industries is a plus.\nTechnical Skills:\nProficiency in scheduling and dispatching software (e.g., ServiceTitan).\nStrong computer skills, including Microsoft Office (Word, Excel, Outlook).\nAbility to use GPS tracking and mapping systems.\nData entry and record-keeping accuracy.\nCommunication & Customer Service Skills:\nExcellent verbal and written communication skills.\nStrong active listening and problem-solving abilities.\nAbility to handle high-pressure situations and multitask effectively.\nProfessional and courteous phone etiquette.\nOrganizational & Analytical Skills:\nStrong attention to detail and ability to prioritize tasks.\nAbility to manage multiple service requests and coordinate field technicians efficiently.\nStrong time management skills and ability to adapt to changing priorities.\nOther Key Qualifications:\nAbility to work independently and as part of a team.\nStrong conflict-resolution skills and ability to de-escalate difficult customer interactions.\nFamiliarity with industry terminology and procedures is a plus.\nAbility to work flexible hours, including evenings and weekends, if required.\nWhy Join?\nCompetitive compensation and benefits package.\nOpportunity to work in a dynamic and fast-paced environment.\nSupportive team culture with growth and career development opportunities.\nA chance to make a direct impact on customer satisfaction and operational efficiency.\nIf you’re a highly organized, customer-focused professional looking for an exciting opportunity in dispatch and customer service, we encourage you to apply!","description_format":"text","description_chars":3555,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-04T07:29:30Z"}],"visa":[],"liveness":{"score":1,"band":"cold","label":"Long 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