Service Coordinator/Dispatcher

The Service Coordinator / Dispatcher will be responsible for coordinating and dispatching service technicians to job sites, ensuring that customers receive timely and efficient service. You will act as a key point of contact for both our technicians and customers, helping to schedule service calls, track work orders, and resolve issues as they arise. The ideal candidate will have previous experience as a service coordinator / dispatcher, an understanding of scheduling software, and knowledge of commercial dock and door parts. Strong performance, a willingness to learn, and a positive attitude will be key.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential functions include but are not limited to the following:

· Dispatching:

o Receive service requests and efficiently assign appropriate technicians based on location, skill set, and availability.

o Monitor technician routes and schedules to ensure a timely response to service calls.

o Adjust schedules as necessary to accommodate emergency requests or changes in technician availability.

· Customer Communication / Customer Service:

o Serve as the first point of contact for customers needing service, answering inquiries and providing accurate information about scheduling and service details.

o Confirm appointments with customers and provide reminders.

o Follow up with customers to ensure satisfaction with completed service and address any concerns or issues.

o Troubleshoot and resolve issues that arise during service calls or scheduling.

o Ensure all services meet company standards and customer expectations, escalating issues to management as necessary.

· Work Order Management:

o Create, update, and track service work orders in the system.

o Ensure all relevant information is captured accurately, including job specifics, customer details, and technician notes.

o Ensure that all jobs are completed within the specified time frame and within company guidelines.

· Administrative Support:

o Process job paperwork, including invoicing and billing support.

o Keep records of service history for customers and create reports as needed for management.

· Team Collaboration:

o Work closely with team members and other departments.

SKILLS

· Exceptional communication and interpersonal skills.

· Proficient in Microsoft Office Suite.

· Active listening, written, and verbal communication skills.

· Sharp attention to detail and organization.

· Ability to develop strong relationships.

· Strong time management and organization skills.

· Proactive approach to problem solving.

· Customer service oriented.

· Collaborative mindset and team-player.

QUALIFICATIONS / REQUIREMENTS

· Education: High school diploma or equivalent.

· Experience: 1-2 years of experience in dispatching and service coordination; preferably in the commercial construction industry.

o Experience scheduling and dispatching field service technicians is a plus.

PHYSICAL DEMANDS

To perform this job successfully, the employee is frequently required to:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks.
• Talking
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Hearing.
• Seeing.
• Eye / Hand / Foot Coordination.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Ability to work in a typical office environment. Occasionally may be required to assist with light lifting or walking to different departments throughout the office.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Top Notch Dock and Door is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Job Type: Full-time

Pay: $45,212.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: In person

Salary : $45,212 - $55,000