Service Coordinator - Dispatch & Customer Support

Compensation: $25.00 – $30.00 per hour (Commensurate with customer service & dispatch experience) + Overtime + Performance Bonus

Employment Type: Full-Time | Monday – Friday (Day Shift)

Benefits: Comprehensive Medical, Dental, Vision, 401(k) with Company Match, Paid Time Off (PTO), Paid Holidays, and Branch Bonus Program

About the Opportunity

Are you a natural communicator who loves talking to people, solving problems on the fly, and keeping field teams organized and moving?

We are partnering with an established, fast-growing commercial and residential overhead door systems provider in Fond du Lac, Wisconsin. We are seeking an energetic, dependable Service Coordinator to serve as the voice and organizational hub of our local branch operations.

In this seat, you are the primary point of contact for commercial facilities, plant managers, and homeowners when they need urgent repairs or scheduled door installations. You don't just answer phones—you listen closely, identify the customer’s mechanical issue, build trust, and seamlessly schedule our field technicians to get the job done.

Note: This is strictly an operational and customer-focused position. Our office already has a dedicated financial administrator managing our accounting, invoicing, and bookkeeping. Your entire focus will be on customer care, phone management, work order booking, and technician coordination.

Why Join This Team?

• Competitive Hourly Pay + Overtime ($25.00 – $30.00/hr): Solid, dependable hourly pay with 1.5x overtime pay after 40 hours plus a performance-based bonus plan.

• No Bookkeeping or Financial Burden: Spend zero time on accounting, ledger reconciliation, or payroll. You focus 100% on people, phone engagement, and operational scheduling.

• Tight-Knit, High-Trust Office Culture: Work alongside a collaborative, supportive branch team with zero corporate bureaucracy and leadership that values your input.

• Predictable Day-Shift Schedule: Full-time Monday through Friday daytime hours. No weekend shifts or late-night schedules.

• Full Benefits Package: Health, dental, and vision insurance, 401(k) retirement plan with company match, generous PTO, and paid company holidays.

Key Responsibilities

• Customer Intake & Call Conversion: Answer inbound service and installation inquiries with a warm, professional, and confident phone presence. Diagnose customer urgency, explain service offerings, and convert incoming inquiries into booked service appointments.

• Field Service Scheduling & Dispatch: Coordinate daily routes and job schedules for service technicians across Fond du Lac and surrounding territories, ensuring prompt arrival times and efficient route density.

• Work Order Administration: Create, update, and manage service work orders in the company CRM/dispatch software, capturing accurate opening details, hardware symptoms, and customer contact information.

• Technician & Field Support: Act as the primary branch communication link for field crews—relaying updated job notes, gate access codes, parts availability, and urgent schedule changes.

• Customer Follow-Up & Communication: Keep commercial facility managers and homeowners informed on technician ETAs, return trips, part arrival timelines, and completed repairs.

• Light Project & Installation Coordination: Assist the operations team with staging commercial door deliveries, verifying installation dates, and ensuring jobs move smoothly from intake to completion.

Qualifications & Requirements

• 2+ Years of Customer Service, Dispatch, or Administrative Experience: Background in customer service, call handling, service dispatching, or operations coordination.

  • Great crossover backgrounds include: Home services (HVAC, plumbing, roofing, electrical, garage doors), automotive service writing/dealerships, logistics dispatch, commercial building supply, or fast-paced medical/dental scheduling desks.

• Exceptional Phone Presence & Communication: Articulate, patient, and empathetic. You enjoy talking to customers, de-escalating stressful situations, and clearly communicating technical information.

• Consultative Problem Solver: Ability to listen actively, ask clarifying questions about a mechanical issue (e.g., broken spring, off-track door, malfunctioning motor), and match the customer with the appropriate service tier.

• Computer & Software Aptitude: Comfortable managing multiple phone lines, scheduling calendars, and navigating dispatch/CRM software (e.g., ServiceTitan, FieldEdge, QuickBooks/scheduling tools, or MS Office/Google Workspace).

• High Dependability: Punctual, organized, and thrive in an active front-office environment where no two days are the same.

• Location: Daily commute to the office in Fond du Lac, WI.