Bilingual Service Coordinator (Dispatcher)

Position Summary

The Service Coordinator is responsible for coordinating the daily administrative and logistical activities of the Service Department. This position serves as a primary point of communication between customers, service crews, field supervisors, vendors, and internal departments.

Primary Responsibilities

Customer Service and Service Request Management

1. Receive, document, and process incoming customer service requests, including leak calls, roof inspections, repair requests, and warranty-related concerns.
2. Serve as a primary point of contact for customers throughout the service process.
3. Communicate scheduling information, job-status updates, delays, findings, and completion details to customers in a professional and timely manner.
4. Provide exceptional customer service and maintain consistent communication from the initial service request through final completion.
5. Send completed service reports, photographs, repair documentation, and other supporting information to customers as required.

Scheduling and Dispatch:

1. Schedule and dispatch service crews for inspections, emergency leak calls, repairs, warranty work, and follow-up visits.
2. Develop and coordinate daily crew schedules based on customer needs, job priorities, crew availability, geographic location, and required skill sets.
3. Adjust schedules as necessary due to weather conditions, emergency requests, access issues, material delays, equipment availability, or other operational changes.
4. Communicate schedule changes and job priorities to field crews, supervisors, customers, and affected internal departments.

Work Order Administration:

1. Create, prepare, and distribute complete work orders to field crews before dispatch.
2. Ensure work orders include accurate customer information, site details, reported concerns, access instructions, scope expectations, and other relevant documentation.
3. Monitor work orders from initial dispatch through field completion, documentation review, customer reporting, and billing submission.
4. Review technician reports, photographs, labor hours, material usage, repair descriptions, and supporting documentation for accuracy and completeness.
5. Follow up with technicians or field supervisors to obtain missing, incomplete, or unclear information.
6. Close out completed work orders and clearly document the findings, work performed, and final resolution for billing and customer records.
7. Maintain accurate service records and update all applicable company software systems, customer portals, and internal tracking platforms.
8. Submit completed work orders, labor information, purchase orders, reports, and supporting documentation to the Billing Department promptly.

Materials, Equipment, and Job-Site Logistics:

1. Coordinate material orders and deliveries required for service work.
2. Arrange equipment rentals and other job-site resources based on the needs of the field crews.
3. Prepare, issue, track, and reconcile purchase orders for materials, equipment rentals, and approved service-related expenses.
4. Communicate delivery delays, equipment issues, or purchasing concerns to the appropriate supervisor.

Payroll and Administrative Support:

1. Review, collect, and process service crew payroll information, including labor hours, job assignments, overtime, and other required payroll documentation.
2. Verify that crew labor hours correspond with work orders, technician reports, and daily schedules.
3. Submit accurate payroll documentation according to established company deadlines.
4. Maintain organized electronic and physical records in accordance with company procedures.
5. Assist Service Department leadership with reports, scheduling records, documentation, and other administrative duties as assigned.

Internal Coordination and Escalation

1. Coordinate closely with field supervisors, production personnel, warranty representatives, billing staff, sales personnel, and other company departments.
2. Notify Service Sales and Business Development when a customer requests pricing, additional repairs, preventative maintenance, replacement recommendations, or other roofing and waterproofing services.
3. Support effective communication between office personnel and field crews to promote safety, efficiency, accuracy, and customer satisfaction.

Essential Skills and Competencies:

• Exceptional organizational and time-management skills.
• Strong written and verbal communication abilities.
• The ability to prioritize multiple service requests and changing deadlines.
• Strong attention to detail and documentation accuracy.
• Effective coordination and problem-solving skills.
• The ability to work collaboratively with office personnel, field crews, customers, and vendors.
• The ability to handle confidential customer, employee, payroll, and company information appropriately.

Minimum Qualifications

• Previous experience in service coordination, dispatching, scheduling, construction administration, customer service, or a related position preferred.
• Experience in commercial roofing, construction, facilities management, or a service-based industry is strongly preferred.
• Working knowledge of Microsoft Outlook, Word, Excel, and electronic work-order systems.
• Ability to accurately review reports, photographs, time records, purchase orders, and supporting documentation.
• Ability to communicate professionally with customers, field employees, vendors, and company leadership.
• Valid driver’s license and reliable transportation may be required based on assigned duties.

The employee must be able to:

• Use a computer, telephone, printer, scanner, and other standard office equipment.
• Communicate clearly by telephone, email, and in person.
• Occasionally lift or move office materials, files, or small equipment.
• #MEM-SA