Dispatcher (Lake Forest)

About White MechanicalWhite Mechanical Inc. is a family-owned HVAC/R company serving customers since 2002. We provide comprehensive heating, ventilation, and air conditioning services for residential and commercial clients, including installation, maintenance, and repair solutions.As a BBB-accredited company since 2015, we've built our reputation on superior customer service, integrity, and quality workmanship. Our experienced team delivers reliable HVAC solutions with professionalism and attention to detail that comes from treating every customer like family.Job SummaryWhite Mechanical is seeking a dedicated Residential Dispatcher to serve as the critical communication hub between our customers and field technicians. This role involves managing high-volume service calls with exceptional response times, conducting comprehensive HVAC system assessments to ensure proper technician and equipment dispatch, and building strong customer relationships through clear communication regarding appointments and service recommendations. The ideal candidate will proactively identify emergency and maintenance opportunities, resolve scheduling conflicts efficiently, maintain detailed service records, and demonstrate outstanding customer service through follow-up coordination and satisfaction monitoring, all while adhering to company protocols and safety standards.Duties and ResponsibilitiesManage high-volume incoming service calls while maintaining exceptional response times and accurate scheduling coordination Proactively identify and qualify emergency service opportunities and maintenance leads through strategic customer interactions Conduct comprehensive assessments of Residential HVAC system issues to dispatch appropriate technicians and equipment for optimal service delivery Develop and maintain strong customer relationships through clear communication regarding service appointments, technician arrivals, and system recommendations Provide accurate technical information and service estimates utilizing HVAC knowledge base, pricing tools, and dispatch management systemsResolve scheduling conflicts and service concerns efficiently by coordinating alternative solutions and technician availability within required timeframes Maintain detailed records of service calls, technician assignments, parts orders, and customer account information in compliance with company protocols Follow established dispatch procedures, safety guidelines, and regulatory compliance standards Demonstrate proactive customer service by coordinating follow-up calls, preventive maintenance reminders, and ensuring complete service satisfactionSkills and Qualifications2+ years of customer support or client service experience with strong phone handling, active listening, and the ability to manage diverse customer personalities. Experience with Office 365, iOS, and preferably HVAC dispatch software or field service management systems; tech-savvy with ability to learn new platforms quickly. Excellent verbal/written communication skills, highly organized with strong multitasking abilities and attention to detail for accurate scheduling and documentation. High school diploma required; HVAC industry familiarity preferred, with willingness to learn terminology, practices, and emergency response protocols. Ability to prioritize effectively in fast-paced environments, manage multiple tasks simultaneously, and resolve conflicts with strong decision-making skills. Positive attitude, team collaboration skills, leadership capabilities, and availability for flexible hours, including evenings/weekends during peak season.LocationThis position requires full-time on-site presence at our Foothill Ranch, CA office.Compensation$20.00 - $24.00 an hourCompany BenefitsOne week PTO, Medical (80% paid by White Mechanical Inc.)Dental, Vision, 401(k) Life InsuranceEqual OpportunityWhite Mechanical Inc., is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to age, race, religion, gender, sexual orientation, national origin, and disability or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request (Silex is pleased to provide such assistance, and no applicant will be penalized as a result of such a request).