Service Coordinator

Service Coordinator / Operations Support Lead

The Service Coordinator / Operations Support Lead oversees the full lifecycle of work orders for installation, repair, and service, including intake, processing, scheduling, routing, and completion. This role dispatches service professionals to customer sites, ensures equipment is maintained and service needs are met, and serves as a key point of contact between the company and its customers. The position requires excellent organizational and communication skills, strong customer focus, and the ability to work effectively under pressure while supervising operations support activities.

Responsibilities

• Supervise and manage the core responsibilities of the operations support team to ensure smooth day-to-day activities.
• Serve as the subject matter expert for all operations support concerns, providing guidance and resolution on issues related to order processing and dispatch.
• Delegate tasks and maintain oversight of daily support functions that impact order entry, invoicing, billing, and related administrative processes.
• Keep detailed records of customer interactions and transactions, documenting inquiries, complaints, comments, and actions taken.
• Contact customers to respond to inquiries and proactively notify them of changes to work orders, schedules, or service arrangements.
• Address escalated customer concerns promptly and provide appropriate solutions to maintain customer satisfaction.
• Prepare and deliver reports to leadership as requested, summarizing operations support performance, work order status, and key metrics.
• Collaborate with internal departments to ensure timely completion of work orders and coordinated service delivery.
• Ensure compliance with all DOT and FMCSA regulations as they relate to CDL holders and service operations.
• Record and maintain files related to customer requests, services performed, charges, expenses, inventory, and other dispatch information.
• Ensure timely intake of customer service requests received via phone, email, portals, and other channels.
• Process work orders in the dedicated ERP system and prepare daily dispatch schedules for service professionals.
• Confirm customer setup in the ERP system and verify contract terms, service level agreements, and other relevant details.
• Manage the flow of work orders between various queues to optimize throughput and minimize delays.
• Monitor and track service professional efficiency to ensure timely completion of work orders and adherence to schedules.
• Collect deposits or payments as required and ensure accurate documentation of financial transactions.
• Monitor service portals and emails, and collaborate with other departments to ensure service work orders are completed on time.
• Assign the appropriate service professional based on customer needs, skill requirements, and available resources.
• Communicate effectively with service professionals regarding directions, traffic conditions, and customer-specific questions.
• Address transportation issues such as delays, weather impacts, construction areas, accidents, and equipment malfunctions, adjusting schedules as needed.
• Arrange necessary return assignments for suspended or incomplete calls to ensure follow-up and resolution.
• Support job setup, job cost tracking, and technician assignment for construction and installation projects.
• Coordinate with construction supervisors to maintain project timelines, material readiness, and alignment between field and office activities.
• Maintain accurate job site documentation, including permits, inspection results, contractor labor, and materials used per job phase, and ensure system records reflect actual field activity.
• Perform other related duties as assigned to support operations, customer service, and dispatch functions.

Essential Skills

• 13 years of experience in dispatching, customer service, or a closely related operations support role.
• Proven ability to provide excellent customer service, including handling inquiries, resolving issues, and managing escalations.
• Strong multi-tasking skills with the ability to manage multiple work orders, priorities, and deadlines simultaneously.
• Capability to work well under pressure and remain productive in a fast-paced, high-volume environment.
• Outstanding verbal and written communication skills for interacting with customers, service professionals, and internal teams.
• Capacity to remain calm and effectively manage high-stress situations while maintaining professionalism.
• Demonstrated ability to influence others in both formal and informal settings using collaboration and data-driven insights.
• Strong attention to detail and a high level of accuracy while working under short deadlines and managing data.
• Ability to compile, code, categorize, calculate, tabulate, audit, and verify information or data accurately.
• Proficiency with Microsoft Outlook, PowerPoint, Excel, and Word.
• High school diploma or equivalent educational background.

Additional Skills & Qualifications

• Experience in customer service, dispatch, logistics, administrative support, invoicing, and purchase order processing.
• Ability to work through projects from initiation to completion and drive efficiencies in processes and workflows.
• Willingness to collaborate with multiple users at all levels of the organization without sacrificing quality of service.
• Strong organizational skills for managing documentation, work orders, and project-related records.
• Comfort working with ERP systems for order entry, scheduling, and customer account verification.
• Interest in a contract-to-hire opportunity that can lead to a longer-term role based on performance.

Work Environment

This role is based onsite in an office located adjacent to a warehouse environment. Work is primarily performed at a desk using a computer, telephone, and standard office equipment, with frequent use of hands to operate the keyboard, phone, files, and other tools. The position may occasionally require lifting up to 15 pounds. The environment involves close coordination with warehouse and field personnel, regular interaction with service professionals, and use of an ERP system and Microsoft Office applications to manage work orders, schedules, and documentation. The setting supports a structured operations workflow with a focus on timely dispatch, accurate record-keeping, and responsive customer service.

Job Type & Location

This is a Contract to Hire position based out of Kansas City, MO.

Pay and Benefits

The pay range for this position is $22.00 - $27.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Kansas City, MO.

Application Deadline

This position is anticipated to close on Aug 28, 2026.