What are the responsibilities and job description for the Service Billing and Dispatch Lead position at Polk?
About the Role:
Are you looking for a fast-paced team environment? Would you like a dynamic role that lets you work across varied projects and with varied people? Our Service team is seeking a Service Billing and Dispatch Lead to provide white-glove service to our customers and to lead the coordination and support of our service technician team.
If you're a multi-hat-wearing, detail-focused, problem-solving collaborator who's ready to take ownership of the billing and dispatch function, we want to hear from you.
Polk Mechanical Company is expanding across DFW and Houston, built on a reputation for high performance and outstanding service. Now 16 years old, the company continues to set new milestones — and as we grow, we're raising the bar for our team.
Key Responsibilities:
- Lead the day-to-day billing and dispatch function, ensuring accurate, timely coordination between customers, technicians, and the service office
- Manage multiple phone lines and email inboxes promptly and professionally
- Manage Dispatch and Billing team members for training, growth and feedback/coaching opportunities
- Address issues as they arise, partnering with management and the operations team to meet or exceed customer expectations
- Proactively track and resolve customer needs, consulting directly with customers on questions or issues
- Identify and evaluate special tracking needs or requirements for each job and customer
- Keep dispatch software updated in real time throughout the day, ensuring accurate data entry for equipment tracking and invoice accuracy
- Apply strong time-management skills to perform effectively under pressure in a fast-paced environment
- Build and maintain positive relationships with service technicians and customers to strengthen retention, improve on-time response rates, and deliver top-tier customer service
- Maintain confidentiality of pricing and customer rate information in accordance with company policy
- Partner with the broader Operations Team to address operational issues and opportunities in support of revenue and efficiency goals
- Contribute to key decisions related to customer service
- Recommend improvements to management on operations, safety, scope of services, technology, or any other area that supports company growth and success
Requirements:
- Logistics experience a plus
- Strong communication skills and a sharp eye for detail
- Experience working with accounting software
Work Environment:
- Multi-location: office-based role supporting a large, distributed field workforce
- Pace: fast-moving, with shifting priorities, changing client needs, and project specifications requiring quick turnaround
- Diversity: a workforce spanning a wide range of ethnicities, cultures, roles, socio-economic backgrounds, and geographic areas — both white- and blue-collar
Physical Requirements:
☑ Ability to sit, stand, and work at a computer for extended periods
☑ Occasional travel to job sites or office locations
☑ Ability to manage multiple systems and digital tools
Work Environment:
☑ Office environment
☑ Fast-paced, deadline-driven service environment
☑ Occasional interaction with field teams and job sites
Disclaimer:
This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Management reserves the right to modify duties as necessary.