Coordinator

The Dispatcher/ Coordinator is responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance. Hours will be first shift, 6:30am - 3pm.  Essential Job FunctionsDispatch Service Technicians one call at a time using effective routing and scheduling practices

Debrief technicians after each service call to capture updates, job status, and follow-up needs

Debrief on-call technician each morning regarding overnight calls and outstanding issues

Contact customers prior to dispatch to confirm availability

Notify customers when technicians are running outside the scheduled time window or when rescheduling is required

Respond to all overnight messages and customer emails in a timely manner

Schedule and coordinate demand service calls as they are received

Perform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriate

Create and update work orders as service calls are received

Maintain and manage the dispatch board, reviewing schedules 2–3 days in advance

Finalize and detail the following day's service schedule by 3:30 PMNotify warehouse staff of cancelled calls when parts have already been ordered

Ensure required parts have been ordered for scheduled work (verification, not purchasing)Contact customers with "parts pending" status once parts arrive to schedule return visits

Support positive customer experience by addressing and resolving low-level customer concerns

Optimize technician routes to improve efficiency and support dispatching for profitability

Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)Maintain and update the on-call schedule, including primary and standby technicians

Maintain accurate customer history records to support efficient future service

Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service RepresentativesCollaborate with the coordination team and department manager to support departmental goals

Perform other related duties as assigned Key Performance Indicators (KPIs)The following metrics will be used to evaluate effectiveness in the Service Dispatcher role:Number of customer complaints or compliments related to scheduling and communication Number of return trips or callbacks resulting from scheduling inefficiencies Accuracy and completeness of customer history files • Number of customer no-shows Proactive dispatch board management, including maintaining schedules 2–3 days in advance Travel time goal of 15 minutes (¼ hour) between service calls where geographically feasible

Required Skills and Experience 2–3 years of dispatching, scheduling, or service coordination experience preferred

Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred

Strong organizational and multitasking skills in a fast-paced environment

Excellent communication skills with the ability to interact professionally with customers, technicians, and management

Ability to make real-time decisions and adjust schedules based on changing priorities

Customer service mindset with the ability to handle challenging situations calmly and professionally

Proficiency with dispatching or service management software (ServiceTitan or similar preferred)Working knowledge of routing, scheduling efficiency, and technician productivity metrics

Strong attention to detail and accuracy in data entry and recordkeeping

Working Conditions EnvironmentThis position operates primarily in an office environment

Regular use of computers, phones, and dispatching software systems Fast-paced setting requiring frequent communication and multitasking May require occasional early morning, evening, weekend, and rotating weekend coverage based on business and on-call scheduling needs

Physical AbilitiesThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor

Ability to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart device

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust

May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing

Carrying supplies, up to 25 lbs.