Commercial Dispatch & Administrative Coordinator

WM Henderson•Broomall, PA

55d

About The Position

The Commercial Dispatch & Administrative Coordinator supports the daily operations of the Commercial Department by managing technician dispatching, coordinating commercial service and repair schedules, processing work orders, preparing job packets, and serving as a primary communication link between customers, technicians, vendors, and leadership. This role requires strong organization, attention to detail, and the ability to manage multiple commercial service jobs-often with longer timelines, multi-day tasks, large facilities, contract customers, and higher-priority emergency needs.

Requirements

Commercial Customer Service – Understands the needs of commercial clients, including urgency, professionalism, and clear communication.
Dispatching & Coordination – Strong ability to plan, manage schedules, and react to changing field conditions.
Organization & Detail Oriented – Manages many moving parts without sacrificing accuracy.
Communication Skills – Clear, professional communication with technicians, customers, and internal teams.
Problem Solving – Quickly resolves scheduling conflicts, job issues, and administrative roadblocks.
Accountability & Reliability – Takes ownership of tasks and follows through consistently.
Time Management – Handles multiple service requests, follow-ups, and admin tasks efficiently.
Working Under Pressure – Maintains composure and accuracy during high-volume or emergency periods.

Responsibilities

Dispatch commercial technicians based on skillset, workload, availability, and urgency of service calls.
Build, update, and manage daily and multi-day schedules for commercial service, repairs, maintenance agreements, and project work.
Monitor job statuses in real time and adjust schedules to address emergencies, delays, and customer needs.
Communicate schedule changes promptly to technicians and customers.
Coordinate with Commercial Manager/FLM on technician availability, training, PTO, and workload distribution.
Receive and process commercial service requests via phone, email, work portals, and electronic ticketing systems.
Enter customer information, job scope, equipment details, and site requirements accurately into the system.
Prepare and review work/job packets for technicians, ensuring all information-including site access instructions, equipment lists, PO requirements, and safety rules-is accurate.
Track job progress, parts on order, follow-up work, and open estimates.
Review completed work orders for accuracy before submitting for billing.
Serve as a primary point of contact for commercial customers, property managers, facility directors, and vendor partners.
Communicate service details, scheduling updates, lead times, delays, and follow-up requirements.
Obtain purchase orders (POs) and ensure billing and documentation meet customer-specific requirements.
Support Commercial Sales and FLMs with proposal scheduling, follow-ups, and administrative needs.
Process and record customer payments when applicable.
Maintain accurate digital and physical records of commercial work orders, contracts, agreements, and correspondence.
Assist with contract maintenance schedules, PM tracking, and recurring service planning.
Support Commercial Manager with reporting, productivity tracking, parts follow-up, and administrative tasks.
Collaborate with warehouse staff to ensure commercial parts staging and deliveries align with job schedules.
Handle escalated customer issues professionally and promptly.
Participate in process improvement projects to enhance commercial workflow efficiency.
Perform other duties as assigned.