Service Coordinator / Dispatcher
Posted: 00/00/0000
Job Number: 22781
Job Description
Position Summary
The Service Dispatcher is responsible for coordinating and scheduling service technicians, managing incoming service requests, and ensuring timely communication between customers, technicians, vendors, and internal departments.
This role supports efficient field operations by prioritizing work orders, monitoring technician schedules, and maintaining accurate documentation within company systems.
Key Responsibilities
- Receive, prioritize, and dispatch service calls based on urgency, location, technician skill set, and workload
- Schedule preventive maintenance, emergency service calls, inspections, and project-related service work
- Communicate with customers regarding appointment scheduling, technician arrival times, delays, and service updates
- Coordinate communication between customers, technicians, vendors, and internal departments
- Monitor technician routes and schedules to maximize efficiency and response times
- Create, update, and close work orders within company software systems
- Maintain accurate records of customer interactions, service history, and technician notes
- Review technician timesheets, labor hours, and service documentation for accuracy
- Assist with invoicing support, quote follow-up, and administrative reporting when required
- Respond professionally to high-pressure situations and customer escalations
- Ensure dispatching activities comply with company policies, safety procedures, and customer requirements
- High school diploma or equivalent required
- Previous dispatching, scheduling, customer service, or administrative experience preferred
- Strong organizational and multitasking skills in a fast-paced environment
- Excellent verbal and written communication skills
- Ability to prioritize and manage changing schedules effectively
- Proficient in Microsoft Office and Outlook
- Comfortable using service-management software systems
- Strong attention to detail and problem-solving abilities
- Ability to work independently and collaboratively with field and office personnel
- Experience in service or field-service industries
- Familiarity with ERP or field-service platforms such as NetSuite or Microsoft Dynamics 365
- Knowledge of technician scheduling and routing practices
- Primarily office-based
- Extended computer and phone usage
- Ability to sit for extended periods
- Comfortable managing multiple screens/systems simultaneously
- May require occasional overtime depending on service demand
- Maintain high customer satisfaction and professionalism
- Ensure efficient technician utilization and response times
- Minimize scheduling conflicts and dispatch delays
- Maintain accurate and timely documentation and communication