Service Coordinator

Position Summary

The Customer Service & Dispatch Coordinator plays a central role in the daily execution of service operations, ensuring a seamless connection between customers, technicians, and internal teams. This position is responsible for supporting and strengthening dispatch performance, customer communication, and scheduling efficiency while maintaining the service standards expected within a professional home services environment.

This is not a general administrative role. The right individual brings hands-on familiarity with the trades (plumbing, heating, air, or similar service industries) and understands how jobs flow from initial call to completion. This experience allows them to support scheduling decisions, communicate effectively with technicians, and contribute to overall operational performance.

This role partners closely with Customer Service Representatives, Dispatch, and Operations to drive booking accuracy, technician utilization, and customer satisfaction.

Key Responsibilities

Customer Service & Call Management

• Support inbound and outbound customer communication during peak call volume
• Assist in booking service calls with accuracy, urgency, and proper job classification
• Ensure all customer interactions reflect company service standards and professionalism
• Handle follow-up communication for unsold estimates, pending work, and customer satisfaction
• Maintain accurate and detailed customer records within the CRM system

Dispatch & Scheduling Coordination

• Work alongside dispatch to support daily scheduling, routing, and real-time adjustments
• Monitor technician schedules to ensure efficiency, minimal gaps, and proper job allocation
• Communicate schedule updates clearly with both customers and field technicians
• Assist in managing reschedules, emergency calls, and priority service needs
• Ensure all jobs are properly tagged, documented, and prepared for technician success

Operational Flow & Job Support

• Act as a liaison between the office and field to ensure jobs are set up correctly from the start
• Review job notes, scope details, and customer history to support accurate scheduling decisions
• Help identify inefficiencies in scheduling, communication, or job flow and bring forward solutions
• Support overall office coordination to maintain a structured and organized workflow

Permit & Job Coordination Support

• Assist with permit research, submission, and tracking for applicable plumbing and sewer work
• Coordinate inspection scheduling and maintain documentation for compliance
• Ensure all permit-related information is organized and attached to the correct jobs

Technology & System Support

• Utilize and support systems such as ServiceTitan and other operational tools
• Assist with implementation and usage of AI tools (Hatch, Schedule Engine, etc.) to improve communication and efficiency
• Monitor system accuracy and help identify opportunities for workflow improvement

Lead & Booking Support

• Monitor incoming leads from various platforms and ensure timely follow-up
• Support conversion efforts by ensuring leads are properly scheduled and tracked
• Assist in maintaining accurate reporting on booking performance and lead flow

Key Performance Indicators (KPIs)

• Booking accuracy and lead-to-job conversion support
• Schedule efficiency and technician utilization
• Customer satisfaction and communication quality
• Dispatch support effectiveness and response time
• Accuracy of job documentation and system usage

Qualifications

• 2 years of experience in a dispatch, CSR, or coordination role within the trades (plumbing, HVAC, electrical, or similar)
• Strong working knowledge of service-based operations and job flow
• Experience with CRM/dispatch systems (ServiceTitan preferred)
• Excellent communication skills with both customers and field teams
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and problem-solving ability
• Comfortable working with and adapting to new technology and systems

Core Competencies

• Customer-first mindset with operational awareness
• Strong scheduling and coordination instincts
• Clear, direct communication
• Ability to prioritize in real-time environments
• Team-oriented with a high level of accountability
• Continuous improvement mindset

Work Environment

• Fast-paced home service office supporting field operations
• High level of daily interaction with customers and technicians
• Cross-functional collaboration with CSR, dispatch, operations, and leadership

Why This Role Matters

This role is critical to the success of daily operations. It ensures that customers are taken care of, technicians are set up for success, and the schedule runs efficiently. With the right experience in the trades, this position directly contributes to increased revenue, improved customer experience, and stronger operational performance.