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. #J-18808-Ljbffr Servpro Industries, Inc.