Job Details

Pro Tech Mechanical was established in March of 2000 as a Commercial HVAC Service Company and is now a full MEP Mechanical Contractor covering the entire South Texas Region. As a Crete United Company, we have partnered to build stronger, healthier communities across the U.S. by seamlessly infusing energy efficiency into the MEP industry.

We are currently looking to add a Dispatcher to our growing team. If you have experience in the mechanical space with coordination, dispatching and support to the service technicians in their daily schedule: including HVAC maintenance inspections, service calls, quoted repair work and field proposals, we would like to speak with you.

• Serves as the main point of contact customers and builds effective relationships for the company.
• Responsible for calling customers to remind them of the scheduled appointment, to keep the customer informed of any changes in technician/installer arrival time, and to schedule service/maintenance calls.
• Facilitates communication between technicians, customers, and the company.
• Reviews customer history and related information in the system to note balances due, service call history, and related information in order to communicate appropriate information to the customer and to the technician/installer.
• Supervises the dispatch board accordingly, providing the service technicians with the correct call for their skill level.
• Ensures the dispatch board is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning.
• Schedules and dispatches field labor force to meet customer requests and expectations based upon nature of call, urgency, contractual obligation, available resources and customer needs.
• Identifies issues/problems/concerns regarding technician and department productivity based on continual communication and working with technicians. Informs the Service Manager of issues/problems/concerns requiring his attention and action.
• Follows up and schedules preventive maintenance service appointments.
• Reviews completed service work orders for accuracy and conducts call debriefing with technicians daily.
• Maintain on call schedule, to include 1st on call and standby technician.
• Oversee and maintain daily operations to ensure a clean and organized office environment.
• Assist with various administrative tasks, including data entry, filing, photocopying and maintaining office and break room supplies.
• Other duties as assigned

• Minimum high school graduate/GED equivalent.
• 3+ years in a dispatcher position.
• Minimum of two (2) years of customer service experience.
• Ability to effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Ability to manage multiple tasks simultaneously and meet deadlines while maintaining highest standards of accuracy and quality.
• Geographical knowledge of service area and/or GPS/map reading skills.
• Ability to dispatch and move calls for various service technicians.
• Energy, enthusiasm, integrity and interest in performing at a high-level day in and day out.
• Regular attendance and, ability and commitment to be on time.
• Ability to work with other employees, management and technicians to get the job done correctly and in the best interest of our customers, while abiding by company policies and procedures.