Appliance Service Coordinator (Dispatcher)

Job Description

Job Description

About N.F. Landis

N.F. Landis & Son Inc. is a fourth-generation, family-owned appliance business serving Bucks and Montgomery Counties from Souderton, Pennsylvania. Since 1932, we have built our reputation on knowledgeable service, dependable in-house technicians, and standing behind the appliances we sell.

The Role

We are seeking an organized, decisive, and customer-focused Appliance Service Coordinator (Dispatcher) to manage the daily administrative flow of our appliance service department. You will handle each service request from the customer's first call through scheduling, dispatch, payment, return-trip coordination, and paperwork verification. You will be the central connection between our customers, three to five field technicians, and the Service Manager. It is not a call-center-only role. Success requires calm judgment, precise documentation, and strong follow-through.

Daily Procedures

• Customer intake and CRM system records. Answer incoming appliance service calls and create complete, accurate service tickets in CRM system, including customer information, appliance details, model and serial numbers, warranty information, symptoms, error codes, access notes, and prior service history.
• Approved preliminary checks. Use company approved intake questions and troubleshooting scripts to help customers complete appropriate basic checks before dispatching a technician.
• Service charges and payments. Explain applicable service charges, obtain customer authorization, process payments, and accurately document payment status in CRM system.
• Daily dispatch and routing. Schedule both new service calls and return trips. Assign and balance calls based on technician skills, geography, urgency, parts availability, job duration, and customer commitments. Independently reroute and reprioritize calls as conditions change.
• Customer confirmations and arrival windows. Confirm appointments, provide arrival windows, and proactively communicate delays, route changes, or rescheduling needs.
• Parts-received follow-up. Monitor the parts-received scheduling queue, contact customers promptly when parts arrive, and schedule return visits without allowing ready jobs to age unnecessarily.
• Tier 1 customer concerns. Listen, document, de-escalate, and resolve routine complaints within established company policies. Promptly escalate repeat repair concerns, replacement demands, safety issues, refund requests outside authority, or technician conduct complaints.

What Success Looks Like

Success means service calls are entered correctly the first time; routes remain balanced and realistic; customers receive timely confirmations and delay notices; received-parts calls are scheduled promptly; payments and technician paperwork are reconciled; and complaints are documented, handled within authority, and escalated without overpromising.

Qualifications

Required

• Prior experience with dispatching, scheduling, high-volume customer service, service administration, or a comparable coordination role.
• Clear, professional, and confident telephone communication, including the ability to calm frustrated customers without making unauthorized promises.
• Strong computer, data-entry, and CRM skills with careful attention to names, addresses, model numbers, notes, scheduling details, and payments.
• Ability to make independent routing decisions, manage multiple active priorities, and remain composed during schedule disruptions.
• Dependable attendance and the ability to be ready to begin work at 8:00 a.m.

Preferred

• Experience dispatching appliance, HVAC, plumbing, electrical, automotive, or other field service technicians.
• Familiarity with major household appliances, warranty terminology, or appliance parts lookup.
• Working knowledge of Bucks and Montgomery County geography.

What We Offer

• Starting at $22 per hour, based on prior experience and credentials.
• A consistent full-time Monday-Friday schedule with no weekends.
• Paid time off, paid holidays, and 401(k) benefits in accordance with company policy.
• Health-insurance eligibility after 90 days with a company contribution, subject to plan terms.
• Training on N.F. Landis procedures, appliance terminology, and CRM system workflows in a stable, local, family-owned workplace where your work directly affects customer satisfaction and technician productivity.

\nCompany Description

N.F. Landis & Son Inc. is a fourth-generation, family-owned appliance business serving Bucks and Montgomery Counties from Souderton, Pennsylvania. Since 1932, we have built our reputation on knowledgeable service, dependable in-house technicians, and standing behind the appliances we sell.

Company Description

N.F. Landis & Son Inc. is a fourth-generation, family-owned appliance business serving Bucks and Montgomery Counties from Souderton, Pennsylvania. Since 1932, we have built our reputation on knowledgeable service, dependable in-house technicians, and standing behind the appliances we sell.