Subcontractor Dispatch and Service Operations Coordinator

Job Description

Job Description

Subcontractor Dispatch and Service Operations Coordinator

Bring order to a fast-moving service environment by orchestrating people, information, and timelines. In this role, you are the hub that keeps subcontractors, Service, and Sales pulling in the same direction—so customers get timely, well-documented results.

• Schedule: Monday–Friday, 8:00am–5:00pm, with occasional after-hours responsibilities as business needs require.
• Location: National Accounts Office in McHenry, IL
• Reports to: Resource Manager and Director of Sales & National Accounts
• Employment Type: Full-time

A day in the role

Morning begins by checking the Company 121 Dispatch Board, validating real-time statuses, and reviewing new service requests. You issue work orders to approved subcontractors, confirm availability, and secure ETAs. Throughout the day, you relay ETAs, delays, and status changes to the appropriate Service team member or Account Manager. You follow up until each assignment is complete, checking subcontractors in and out through customer or third-party IVR systems and ensuring every provider understands scope, site requirements, and documentation needs.

When work wraps, you collect invoices, service reports, photos, receipts, and other supporting materials. You forward documentation to the designated administrative teammate for processing and billing prep—then circle back with subcontractors to resolve any missing or incomplete items.

Each day, you also reserve time—about one hour—for expanding our subcontractor network. You identify vendors in assigned markets, gather preliminary details (service capabilities, coverage areas, availability, rates, and contacts), and submit candidates to the Resource Network Manager for review. You work toward the goal of helping onboard at least three new subcontractors per month.

When urgent requests hit—think active leaks or other time-sensitive issues—you jump in to coordinate quickly. You escalate coverage gaps, missed ETAs, excessive pricing, scope changes, repeat visits, customer complaints, or performance concerns. You follow established procedures for work-order assignment, customer communication, documentation, and after-hours support. You participate in team meetings, training, and performance reviews led by the Resource Network Manager and provide occasional after-hours coordination per the coverage schedule. Other related coordination duties arise—and you own them through completion.

Core responsibilities

• Create and issue work orders for incoming service requests to approved subcontractors.
• Confirm availability, assign work, and obtain timely ETAs; communicate updates to Service or the Account Manager.
• Monitor active work orders to completion, keeping the Company 121 Dispatch Board accurate in real time.
• Manage check-in/check-out through customer or third-party IVR systems.
• Collect invoices, service reports, photos, receipts, and all required documentation; forward for processing and billing.
• Source potential subcontractors in assigned markets; dedicate ~1 hour daily and prioritize urgent coverage needs.
• Work toward onboarding at least three new subcontractors per month; gather capabilities, coverage, availability, rates, and contacts; submit to the Resource Network Manager.
• Assist on urgent/time-sensitive service requests and escalate risks or performance issues.
• Adhere to procedures and support after-hours coverage as scheduled; participate in meetings, training, and reviews.

Qualifications

• Background in service coordination, dispatching, construction, vendor management, or facilities maintenance is highly valued.
• Outstanding verbal and written communication, with strong organization, follow-through, and time management.
• Able to juggle changing priorities and multiple active work orders simultaneously.
• Comfortable with professional phone interactions across subcontractors, internal teams, and customers.
• Detail-obsessed and committed to real-time data accuracy.
• Working knowledge of spreadsheets, email, dispatching software, and web-based service platforms.
• Quick to learn specialized service-management tools and client IVR systems.
• Willing to assist with occasional after-hours needs as scheduled.

Preferred skills

• Resourceful in locating vendors for under-covered markets.
• Calm and proactive with time-sensitive or high-priority requests.
• Self-directed yet highly collaborative across business units.
• Demonstrates reliability and ownership from start to finish.
• Clear in setting expectations and consistent with follow-ups to our subcontractor network.
• Understanding of onboarding requirements, including insurance and compliance standards.

You should be proficient in

• Customer Service
• Facilities Maintenance Experience
• Vendor & Supplier Management
• Dispatching
• Service Coordination

Machines & technologies you'll use

• Company 121 Dispatch Board