Dispatcher, Customer Service​/HelpDesk

We are looking for a Dispatcher to join our team in Pasadena, CA with a major engineering, construction and HVAC company. Under the direct supervision of the Dispatch Supervisor, this position serves as the primary point of contact for customers and field technicians. The role involves handling inbound calls and emails, assessing their nature, and directing them to the appropriate recipients.

Additionally, responsibilities include verifying information, updating documentation, and maintaining records of important communications. This position may involve operating switchboards or voiceover Internet protocol (VoIP) systems.

• Manage a high volume of inbound calls and emails, accurately identifying their nature and adhering to standard operating procedures for documentation.
• Enter new customer information into the system with precision.
• Address and distribute customer complaints effectively and in accordance with company policies. Handle multiple callers and phone lines simultaneously while maintaining a positive demeanor. Maintain detailed records of important callers and pertinent information.
• Take messages as necessary.
• Perform any other duties and responsibilities as assigned by the Dispatch Supervisor.

• 4 + years of experience in dispatching
• Experience in maintenance / service industry

• Experience in the HVAC controls industry