Service Dispatcher

Who we are: Mark III is a full-service construction company comprised of three complementary business units: M3 MEP, M3 Service, and M3 Components. We support projects from initial concept through long-term maintenance, with specialized expertise in healthcare, higher education, industrial, life science, and technology markets. Our integrated, big-picture approach allows us to self-perform electrical, HVAC, plumbing, process piping, prefabrication, and MEP design. By consolidating these services under one organization, clients benefit from reduced profit layers, minimized scope gaps, and simplified project schedules—working with a single, accountable partner rather than multiple consultants and subcontractors. Headquartered in Sacramento, California, Mark III operates throughout California and Nevada. Our state-of-the-art manufacturing facility serves as a centralized hub supporting five core trades: HVAC, mechanical piping, plumbing, electrical, and metal-stud framing. To support our continued growth, we will be relocating from our current combined 62,000 square feet of office and operational space to a new 340,000-square-foot headquarters at 2031 Optisolar Lane, with the move planned for completion by the end of Q2 2026. Mission: Leading the Evolution of Construction Vision: Exposing the World to a New Way to Build Core Values: - Teamwork - - Excellence - - Perseverance - - Integrity - - Continuous Improvement - Under the direction of the Service Department Head, performs a wide variety of administrative and Service dispatch related tasks in support of the Service Department. These tasks are intended to assure that the administrative and dispatch aspects of the Service Department are timely, efficient, and accurate thereby providing for customer satisfaction and profit for the Department. Duties and Responsibilities - Manage incoming calls and emails from customers, technicians and vendors. - - Create daily schedules for technicians and make adjustments as necessary - - Using “Reply All”, respond to customer email for service requests within 15 minutes - - Create locations with the needed billing information and contacts/scheduling requirements - - Schedule and dispatch service technicians according to their technical ability, location and urgency of call to maximize productivity and efficiency - - Perform customer follow up as required - - Communicate with customers directly, or through online portals, to accept and schedule maintenance and/or repair services and provide job updates as they are underway - - Support technicians in resolving problems they may encounter in the field (e.g. securing materials, notifying customers of late arrival, securing directions to site) - - Open work orders according to company procedures and coordinate with accounting to close jobs when appropriate - - Determine that all required documents are uploaded into our system by the technician - - Maintain job history files with a high level of accuracy - - Enter all work orders into computer system, updating and closing tickets upon job completion - - Issue purchase orders for parts, equipment and/or materials - - Maintain positive relationships with customers and continue to build customer base through providing superior customer service - - Resolve issues in a calm and professional manner - - Review customer requests for service to ascertain cause for service request, type of malfunction, and location of service - - Addresses customer inquiries concerning billing or services rendered and refer any reports of service failures to designated departments for investigation - - Maintain close communication with service and field operations managers, keeping them apprised of such issues as customer dissatisfaction, technician performance, scheduling conflicts, etc. - - Monitor fire inspection schedule and assure that all legal requirements are met including paperwork required for auditors/inspectors - Key Characteristics: - Highly organized and detail oriented - - Flexible and able to multitask in a fast-paced environment - - Exhibits the ability to learn and apply new skills - - Customer service oriented - - Professional demeanor and pleasant phone presence - - Able to establish and maintain good working relationships with customers and teammates - - Exhibits sound judgment with ability to prioritize tasks, assignments and the needs of customers - - Capable of managing difficult or emotional customers and responding promptly to their needs - - Excellent verbal and written communication skills - - Good listening and comprehension skills with the ability to keep relevant parties adequately informed - - Able to balance team and individual responsibilities - - Demonstrates openness to others' views and able to provide objective feedback - - Successfully demonstrates industry knowledge - - Critical Thinking Skills - Minimum Requirements - 2+ years' experience dispatch related work is preferred. - - Extensive HVAC Knowledge - - Electrical Knowledge - - Proficient use of Microsoft Office Suite (Word, Outlook, and Excel), Google and Explorer internet browsers for web-based software systems. - - Knowledge of BuildOps software is a plus - - Knowledge of IFS Core is a plus - - High school graduate or equivalent - - Associates degree, or equivalent, from two-year college or technical school a plus - - Willingness to receive and handle occasional calls after business hours - - Valid CA driver's license with a clean DMV record - - Health Care Plan (Medical, Dental & Vision) - - Retirement Plan (401k, IRA) - - Life Insurance (Basic, Voluntary & AD&D) - - Paid Time Off (Vacation, Sick & Public Holidays) - - Laptop - - Cell Phone Allowance - - Training & Development - - On Site Gym - Hourly Range: $25 - $35 DOE "Mark III Construction and its affiliated companies is an equal opportunity employer regardless of race, color, caste, sex, gender, age, sexual orientation, gender identity, gender expression, religion, marital status, genetic information, national origin, ancestry, citizenship, physical or mental disability, medical condition, protected veteran or military status, domestic violence victim status, political affiliation, or any other basis protected by federal, state, or local law."