Service Coordinator/Dispatcher

Job Description

Job Description

Do you enjoy solving problems, staying organized, and helping customers when they need it most? Monona Plumbing & Fire Protection is looking for a Service Coordinator/Dispatcher for our Plumbing Service Division!

Job Summary

At Monona Plumbing & Fire Protection, our mission is to consistently deliver exceptional experiences to our customers and build lasting relationships along the way. As a Service Coordinator/Dispatcher, every day brings something different. You'll be part of the team responsible for coordinating technicians, solving scheduling puzzles, communicating with customers, and keeping our service operations running smoothly.

This role is ideal for someone who enjoys fast-paced work, loves figuring things out, and takes pride in delivering outstanding customer service. You'll work closely with our plumbing technicians, project managers, and customers, balancing priorities while keeping cool when plans change.

Dispatch and service experience is helpful, but what matters most is your ability to think critically, ask good questions, communicate professionally, learn on the job, and take on on new challenges. If you're that type of person, we'd love to meet you.

What you'll do

Deliver an exceptional customer experience

• Answer incoming calls, gather information, and ensure every customer receives prompt, professional service.
• Schedule preventative maintenance, inspections, follow-up visits, and warranty work.
• Work closely with teammates to ensure customers are informed and service requests are handled efficiently.

Keep our technicians moving

• Schedule and dispatch technicians based on customer needs, technician skillsets, and changing priorities.
• Coordinate return visits, parts availability, and project logistics.
• Adjust schedules throughout the day as emergencies arise.

Support department operations

• Enter work orders, purchase orders, and service requests.
• Assist with billing, collections, and administrative support.
• Help maintain accurate service records and documentation.

Knowledge, Skills, and Experience

You might be a great fit if you:

• Enjoy solving problems while maintaining exceptional customer service.
• Thrive in a fast-paced environment where no two days are the same.
• Notice the small details that keep work from falling through the cracks.
• Like learning new systems and taking on additional responsibility over time.
• Work well independently but enjoy being part of a team environment.

Qualifications:

• Customer service experience is required.
• Experience in dispatching, scheduling, service coordination, or administrative support.
• Construction, mechanical contracting, manufacturing, transportation, or other fast-paced operational experience is a plus.
• Strong computer skills and can effectively use multiple software systems throughout the day.
• Ability to sit at a computer and manage phone-based tasks for extended periods
• Availability to work 100% onsite from 7:00 AM to 4:00 PM Monday through Friday

Note: This job description provides an overview of the responsibilities and requirements of this position. It is not an exhaustive list of all duties, responsibilities, or requirements.

Schedule & work environment:

• Monday through Friday, 7:00 AM to 4:00 PM
• 100% onsite in Madison, WI
• Starting pay: $22-28/hour , depending on experience, plus overtime eligibility

Text to Apply!
Text "SERVICE" to View phone number on us.fitly.work to apply for this position.

Why work for MPFP?

Monona looks for employees who live their life, love their work, are personally accountable and go beyond what is required. Everything we do, and the way in which we do it, is aligned with our core values. Quality craftsmanship, customer service, and safety are at the core of who we are.

Live Your Life; Love Your Work.
Working hard and having fun is at the core of who we are. We strive to create an environment in which hard work and flexibility go hand in hand.

Create Enduring Relationships.
We value our customers and team members and do not take them for granted. We work cooperatively and respectfully and exercise a willingness to be helpful and supportive.

Be Personally Accountable.
We follow through on our commitments and deliver on our promises. We take responsibility for our actions and mistakes.

Do the Right Thing.
We act with integrity and focus on being honest, fair, and ethical. Quality craftsmanship, customer service, and safety are integral to who we are and how we accomplish our work.

Show Respect for Others.
We believe in honesty and treating people fairly and with respect. We listen to our employees, customers, business partners, and the community.

Remain Humble.
We are one team; our success is collective, not individual. We are quietly confident and let our actions speak louder than our words.

What We Offer
At Monona Plumbing & Fire Protection, our employees are our greatest asset. We value our employees by committing to providing a comprehensive benefits package to support their well-being and success. Here's a brief overview of the benefits available to you as an employee (non-union):

Health & Wellness

• Health Insurance, Dental & Vision
• Employer-Paid Life Insurance
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Voluntary insurance options, such as: short term disability, long term disability, critical illness, voluntary accident

Financial Stability

• Competitive Pay
• Retirement Savings 401(k) with Employer Matching
• Rewards and recognition

Work-Life Balance

• 8 Paid Holidays
• PTO Policy
• Work with a values-driven and close-knit team
• Regular company & team events

Monona Plumbing & Fire Protection is an Equal Employment Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws.

We encourage individuals from all backgrounds to apply, and we are dedicated to creating an environment where everyone feels respected, valued, and supported in their career growth. Please let us know if you require a reasonable accommodation during the application or interview process.