Service Coordinator/Dispatch

Service Dispatcher for Field Excellence

The Mission Briefing (SUMMARY)

You are the Operational Quarterback—the mission control specialist orchestrating the successful deployment of our elite Field Service Team. You don't just coordinate; you command the flow of service, transforming urgent requests into successful, rapid-fire outcomes. This role requires a master communicator capable of thriving in a high-velocity environment, managing a multi-channel communication storm (phone, text, email) while maintaining an unwavering focus on customer empowerment and team synchronization.

SUMMARY

The Service Coordinator is responsible for coordinating services for our customers by dispatching field service technicians, efficiently processing work orders, and maintaining additional internal processes. A successful candidate can work in a fast-paced environment while managing phone, text, and customer needs for technicians and external customers. In addition, the candidate will demonstrate a strong focus on customer service and the ability to contribute to a team environment.

Responsibilities:

The following responsibilities are a general guideline and are not intended to be an exhaustive list of the full scope of responsibilities. Duties and responsibilities are subject to change based on business needs and at management's discretion.

Communicaproblem-solving

• and judgment, the service coordinator will prioritize customer service requests and dispatch technicians based on the customer's needs and the technicians' skills, territory, and availability.
• Successfully manage heavy phone traffic and text messages daily from customers by creating communication and ensuring compliance with company policies and processes for peers in a professional and consistent manner
• Effectively build and maintain positive work relations with internal departments to improve the overall communication and flow of services
• Demonstrates problem solving skills by addressing customer concerns and/or work delays when possible, and escalates cases to management as needed

Procedural Skills:

• Adequately use internal systems regarding creating work orders to ensure proper billing of parts, time and labor on a daily basis
• Ensure invoice accuracy by creating detailed work orders for rework, full maintenance contracts, monthly internals, national accounts, etc.
• Update dispatch logs, status of work orders,s and all internal forms with up-to-date information consistently

Administrative:

• Forecast workload for 2-3 days in advance or as needed
• Maintain service files to ensure proper completion of process and information contained within the files
• Communicate and partner with A/R regarding customer accounts in regard to over credit limits and CODs to ensure proper billing and receipt of payment
• Coordinate quotes with technicians, CSS and Parts department, and confer with service manager for any questions or concerns
• Manage the opening of vehicle maintenance orders, as needed
• Coordinate back-ordered parts with customers, technicians and parts department

Qualifications: Your Profile for Success

We are looking for a highly capable individual with the following foundational and dynamic traits:

• The Aptitude: Possess a natural customer service aptitude and attitude that turns stressful interactions into positive outcomes.
• Communication Powerhouse: Excellent verbal and written communication skills coupled with impeccable phone etiquette.
• Surgical Precision: You possess strong organizational skills and attention to detail required for managing complex administrative and financial inputs.
• The Commander's Mindset: Display solid leadership skills necessary to ensure the field technicians execute direction and assignments efficiently.
• Geographical Instincts: A basic understanding of the geographical area and mapping programs to facilitate efficient routing and deployment.
• Relationship Dynamo: Proven ability to build strong, effective internal and external relationships, acting as a catalyst for departmental teamwork.
• Preferred Background: Previous dispatch experience in a fast-paced service industry is highly preferred.
• Education: High school graduate; college coursework in business administration is a significant asset.

Salary : $22 - $26