Dispatch Coordinator

Benefits:

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

SERVPRO Team Gutierrez is hiring a Dispatch Coordinator !

 
As the Dispatch Coordinator, you will perform customer service and administrative tasks related to receiving and routing calls and emails, intake and dispatch of new emergency mitigation service requests & other referrals, qualifying and prioritizing projects efficiently, monitoring and tracking technicians’ routes and appointments, and general office support. Responsibilities involve coordinating and communicating between various teams, technicians, and customers/clients to ensure that services are delivered promptly and effectively, and all project files and databases are updated appropriately.

 
Key Responsibilities

Customer Service:  
· Deliver excellent customer service by creating a positive first impression and maintaining a professional, courteous attitude
· Ensure customers are informed about the service process, potential delays, and receive complete and accurate details on processes 
· Handle customer inquiries, concerns, and complaints in a professional and empathetic manner. 
· Address scheduling conflicts, emergencies, and unexpected issues that may arise during service delivery. 

Scheduling and Coordination:
· Receive and process service requests from customers, either through phone calls, emails, or an online platform
· Collect all pertinent project information during intake (FNOL – First Notice of Loss) and details in company database
· Schedule appointments for technicians to visit customers' homes/business for emergency service.
· Optimize technician routes to minimize travel time.
· Follow-up on and track pending emergency leads and job referrals


Emergency Response:
· Handle commercial or Large Loss emergency service requests and deploy a priority responder immediately to urgent situations.
· Collaborate with management if the situation requires additional assistance.


Prioritization & Time Management:
· Prioritize urgent service requests and assign resources accordingly.
· Qualify and schedule projects based on factors such as geographic proximity, response time, availability, and skill set.
· Monitor technicians’ adherence to arrival windows, track their progress, and adjust schedules as needed.


Communication & Documentation:
· Maintain clear and open communication channels with customers, technicians, and other relevant parties.
· Update customers on appointment timings, delays, and any changes in the schedule.
· Update and manage project database for tracking services requests, appointments, customer information, and job statuses.
· Document all internal and external communications in project database and/or TPA (Third Party Administrators) Dashboards


Team Support:  
· Coordinate with other dispatchers and/or team members to ensure seamless coverage and support.
· Maintain and update company contact list
· Office supply inventory management
· Filing, mailing, receive & route packages, deliveries, and greet visitors 

 
Position Requirements

• High school diploma/GED (preferred)
• At least 3 years of customer service and scheduling-related experience 
• Prior dispatch experience preferred
• Ability to multitask and to remain detail orientated
• Knowledge of local geographical area is preferred
• Must be knowledgeable in relevant computer applications

 
Skills/Physical Demands/Competencies
This is a sedentary role in a fast-paced office environment. Some filing is required which would require the ability to lift files, open filing cabinets, and bending or standing as necessary. Ability to successfully complete a background check subject to applicable law

 
Each SERVPRO® Franchise is Independently Owned and Operated. 

 
All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. 

 

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.