Coordinator

The Dispatcher/ Coordinatoris responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance.Hours will be first shift, 6:30am - 3pm.

Essential Job Functions

• Dispatch Service Technicians one call at a time using effective routing and scheduling practices

• Debrief technicians after each service call to capture updates, job status, and follow-up needs

• Debrief on-call technician each morning regarding overnight calls and outstanding issues

• Contact customers prior to dispatch to confirm availability

• Notify customers when technicians are running outside the scheduled time window or when rescheduling is required

• Respond to all overnight messages and customer emails in a timely manner

• Schedule and coordinate demand service calls as they are received

• Perform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriate

• Create and update work orders as service calls are received

• Maintain and manage the dispatch board, reviewing schedules 2-3 days in advance

• Finalize and detail the following day's service schedule by 3:30 PM

• Notify warehouse staff of cancelled calls when parts have already been ordered

• Ensure required parts have been ordered for scheduled work (verification, not purchasing)

• Contact customers with "parts pending" status once parts arrive to schedule return visits

• Support positive customer experience by addressing and resolving low-level customer concerns

• Optimize technician routes to improve efficiency and support dispatching for profitability

• Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)

• Maintain and update the on-call schedule, including primary and standby technicians

• Maintain accurate customer history records to support efficient future service

• Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives

• Collaborate with the coordination team and department manager to support departmental goals

• Perform other related duties as assigned

Key Performance Indicators (KPIs)

The following metrics will be used to evaluate effectiveness in the Service Dispatcher role:

• Number of customer complaints or compliments related to scheduling and communication

• Number of return trips or callbacks resulting from scheduling inefficiencies

• Accuracy and completeness of customer history files • Number of customer no-shows

• Proactive dispatch board management, including maintaining schedules 2-3 days in advance

• Travel time goal of 15 minutes (¼ hour) between service calls where geographically feasible

Required Skills and Experience

• 2-3 years of dispatching, scheduling, or service coordination experience preferred

• Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred

• Strong organizational and multitasking skills in a fast-paced environment

• Excellent communication skills with the ability to interact professionally with customers, technicians, and management

• Ability to make real-time decisions and adjust schedules based on changing priorities

• Customer service mindset with the ability to handle challenging situations calmly and professionally

• Proficiency with dispatching or service management software (ServiceTitan or similar preferred)

• Working knowledge of routing, scheduling efficiency, and technician productivity metrics

• Strong attention to detail and accuracy in data entry and recordkeeping

Working Conditions Environment

• This position operates primarily in an office environment

• Regular use of computers, phones, and dispatching software systems Fast-paced setting requiring frequent communication and multitasking

• May require occasional early morning, evening, weekend, and rotating weekend coverage based on business and on-call scheduling needs

Physical Abilities

• 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 accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor

• Ability to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart device

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust

• May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing

• Carrying supplies, up to 25 lbs.