Company and Job Overview:
Mechanical Group (MG) is a leading provider of commercial HVAC-R services, with three entities: S&R Air Conditioning and Heating in California, Tradewinds in Nevada, and Climate Specialists in Texas. We are dedicated to delivering exceptional customer experiences through innovative and customized solutions, supported by expert technicians, leadership, and a solid finance and accounting team. We are committed to becoming the largest commercial HVAC-R company in the Southern and Southwestern regions of the United States. As we expand through acquisitions, we aim to grow by acquiring three or more additional HVAC-R companies each year through 2028. Website: https://www.mechanicalgroup.us/
The CSR Dispatch will oversee and optimize daily customer service operations, ensuring continuous high service standards, quality, and standard operating processes. This role will collaborate closely with the CSR Manager, Co-Founder and Service Managers to align operational strategies to improve cost efficiency while streamlining the scheduling of service orders. The ideal candidate will have strong customer service skills, provide attention to detail and a proven track record of driving operational excellence.
Key Responsibilities:
· Review and manage daily schedules (scheduled calls, emergencies, maintenance) for new and updated work orders.
· Assign high-priority jobs to technicians based on location, skill set, and workload with the ability to identify urgency and contractual scheduling.
· Notify technicians of their assignments and provide necessary details (work order numbers, customer information, and site-specific notes).
· Establish and maintain relationships with customers; address inquiries, confirm appointments, provide service updates, delays or concerns timely.
· Update ServiceTitan, ServiceChannel and other internal platforms with real-time status updates while proactively resolving issues that may arise due to delays and incomplete jobs.
· Ensure technicians submit all necessary job details while monitoring technician performance and address inefficiencies proactively to Service Managers and management.
· Verify that all job costs are entered correctly into the system for invoices.
· Provide reports to management.
· Ensure compliance with client service level agreements and internal company policies.
· Other administrational duties as requested such as receiving mail, supplies and deliveries.
Required Qualifications:
- Previous experience with ServiceTitan is a must, and HVAC-R or trade industry is preferred.
- Exceptional communication, customer service and interpersonal skills.
- Microsoft Suite working knowledge.
- Experience working in a FAST-PACED and growing environment.
- Must provide references from experience within the last 24 months.
Benefits:
- Competitive salary based on experience.
- 100% coverage of medical/dental/vision for employee and immediate eligible dependents.
- Eligible to contribute into 401k after 12 months, with company match of 4%.
- Company paid holidays.
- PTO with discretion of direct report’s approval.
- Opportunity to learn from a dynamic and growing team.
Job Type: Full-time
Pay: $24.00 - $27.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Application Question(s):
- Do you have ServiceTitan experience?
Experience:
- Customer service: 2 years (Preferred)
Work Location: In person
