Service Dispatch Coordinator

Job Description

Job Description

About the Role

The Service Dispatch Coordinator is responsible for coordinating and supporting service operations by scheduling and dispatching field technicians, managing customer communications, maintaining service records, and providing administrative support to the service team.

This role serves as a key point of contact between customers, service technicians, sales personnel, and internal departments to ensure timely service delivery, accurate documentation, and exceptional customer satisfaction.

As a Front-Line Solutions Provider (FLSP), this position contributes to the successful execution of service activities by maintaining organized workflows, supporting operational efficiency, and fostering positive customer relationships.

Minimum Qualifications

• High School Diploma or equivalent

• Minimum of 3 years of customer service, dispatching, administrative support, bookkeeping, or related experience

• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and related business software

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

• Excellent verbal and written communication skills

Preferred Qualifications

• Associate degree in Business Administration, Accounting, Operations, or related field

• Experience in construction, HVAC, building automation, service, contracting, wholesale distribution, or related industries

• Experience with dispatching field service personnel and coordinating service schedules

• Knowledge of Jonas Construction Software and Jonas Document Management

• Experience with bookkeeping, accounting processes, or financial software systems

• Experience supporting multiple office locations and cross-functional teams

• Familiarity with service agreements, warranty administration, and customer billing processes

Key Responsibilities

Service Coordination & Dispatching

• Receive, prioritize, and coordinate incoming service requests

• Schedule and dispatch service technicians to customer sites based on urgency, technician availability, skills, and geographic location

• Monitor service schedules and adjust assignments as needed to support operational efficiency and customer expectations

• Communicate service updates, scheduling changes, and status information to customers and internal stakeholders

Service Operations Support

• Assist the Service Manager with startup coordination, scheduling activities, and service department administration

• Support warranty claim processing, vendor communications, scheduling coordination, and record management

• Coordinate service-related activities between departments to ensure efficient project and service execution

• Assist with maintaining service records, documentation, and department reporting requirements

Customer Service & Communication

• Serve as a professional and responsive point of contact for customers, vendors, technicians, and internal personnel

• Coordinate directly with customers regarding scheduling, service appointments, and service-related inquiries

• Support Masters Building Solutions sales personnel with customer scheduling and service coordination needs

• Maintain positive customer relationships through timely communication and follow-through

Administrative & Financial Support

• Process bookkeeping transactions and administrative entries within company financial systems

• Support service billing activities and assist with invoice processing as needed

• Maintain accurate records related to customer accounts, service activities, invoices, and departmental documentation

• Assist with data entry, reporting, and document management functions

Reception & Office Support

• Provide backup reception coverage as needed

• Assist with general office administrative duties and support operational needs across departments

Supervisory Responsibilities

• None

Core Skills & Competencies

• Customer Focus: Demonstrates professionalism and responsiveness while delivering exceptional customer service

• Communication: Effectively communicates with customers, technicians, vendors, and internal teams

• Organization & Time Management: Successfully manages multiple priorities, schedules, and deadlines

• Attention to Detail: Maintains accurate records and documentation while ensuring data integrity

• Problem Solving: Identifies issues and develops practical solutions in a dynamic service environment

• Technical Adaptability: Learns and utilizes new software systems, technologies, and business processes effectively

• Teamwork: Collaborates across departments to support company goals and customer success

Work Environment & Physical Requirements

• Work is primarily performed in an office environment

• Frequent use of computers, telephones, and standard office equipment

• Prolonged periods of sitting while performing administrative and computer-based tasks

• Occasionally required to stand, walk, reach, bend, or carry office materials

• Must be able to lift up to 15 pounds as needed

Travel Requirements

• Minimal travel required

• Occasional travel to company offices, training events, customer meetings, or business-related functions within Wisconsin

Compensation Classification

• Hourly, Non-Exempt Position

Certifications and Requirements

• Valid driver's license preferred

• Ability to successfully perform the essential functions of the position with or without reasonable accommodation

This position plays a critical role in supporting service operations, maintaining customer satisfaction, and ensuring efficient coordination between customers, technicians, and internal teams. The Service Dispatch Coordinator helps drive operational excellence through effective communication, organization, and administrative support.

Equal Employment Opportunity/Affirmative Action Employer