Dispatch Coordinator

Servpro•Rockville, MD

10d•$22 - $27•Onsite

About The Position

SERVPRO Team Gutierrez is hiring a Dispatch Coordinator ! As the Dispatch Coordinator, you will perform customer service and administrative tasks related to receiving and routing calls and emails, intake and dispatch of new emergency mitigation service requests & other referrals, qualifying and prioritizing projects efficiently, monitoring and tracking technicians’ routes and appointments, and general office support. Responsibilities involve coordinating and communicating between various teams, technicians, and customers/clients to ensure that services are delivered promptly and effectively, and all project files and databases are updated appropriately.

Requirements

High school diploma/GED (preferred)
At least 3 years of customer service and scheduling-related experience
Prior dispatch experience preferred
Ability to multitask and to remain detail orientated
Knowledge of local geographical area is preferred
Must be knowledgeable in relevant computer applications

Responsibilities

Deliver excellent customer service by creating a positive first impression and maintaining a professional, courteous attitude
Ensure customers are informed about the service process, potential delays, and receive complete and accurate details on processes
Handle customer inquiries, concerns, and complaints in a professional and empathetic manner.
Address scheduling conflicts, emergencies, and unexpected issues that may arise during service delivery.
Receive and process service requests from customers, either through phone calls, emails, or an online platform
Collect all pertinent project information during intake (FNOL – First Notice of Loss) and details in company database
Schedule appointments for technicians to visit customers' homes/business for emergency service.
Optimize technician routes to minimize travel time.
Follow-up on and track pending emergency leads and job referrals
Handle commercial or Large Loss emergency service requests and deploy a priority responder immediately to urgent situations.
Collaborate with management if the situation requires additional assistance.
Prioritize urgent service requests and assign resources accordingly.
Qualify and schedule projects based on factors such as geographic proximity, response time, availability, and skill set.
Monitor technicians’ adherence to arrival windows, track their progress, and adjust schedules as needed.
Maintain clear and open communication channels with customers, technicians, and other relevant parties.
Update customers on appointment timings, delays, and any changes in the schedule.
Update and manage project database for tracking services requests, appointments, customer information, and job statuses.
Document all internal and external communications in project database and/or TPA (Third Party Administrators) Dashboards
Coordinate with other dispatchers and/or team members to ensure seamless coverage and support.
Maintain and update company contact list
Office supply inventory management
Filing, mailing, receive & route packages, deliveries, and greet visitors