Dispatcher/Customer Service Coordinator

The Brewer-Garrett Company•Middleburg Heights, OH

4d•Onsite

About The Position

Brewer-Garrett is a facility solutions provider focused on helping organizations operate smarter, more efficiently, and more sustainably. We specialize in making buildings perform at their best through HVAC, electrical, automation, plumbing, and energy-focused solutions-from system design and installation to optimization, retrofits, and ongoing support. are a solution-based business with a proven track record of improving comfort, reliability, and energy performance while reducing operating costs and environmental impact for our clients. Our company is built on the talent and experience of our associates. We value collaboration, accountability, and innovation, and we are committed to providing an environment where team members can do meaningful work, solve complex challenges, and grow their careers. POSITION SUMMARY: The Customer Service Coordinator is responsible for coordinating, scheduling, and supporting all field service activities for assigned customer accounts. This role serves as a primary point of contact between customers, technicians, and internal teams, ensuring preventive maintenance, reactive service calls, and project work are scheduled efficiently and executed effectively. The Customer Service Coordinator plays a critical role in customer satisfaction, operational efficiency, and meeting departmental and financial performance goals.

Requirements

High School Diploma or equivalent required
Minimum of five (5) years of experience in a customer service, dispatching, or scheduling role preferred
Experience supporting field service, maintenance, or technical operations strongly preferred
Proficiency in using phones, computers, and office equipment to support daily operations
Working knowledge of ERP systems and service-related software (e.g., COINS, GPS, Microsoft Office or similar platforms)
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Ability to work effectively under pressure, particularly during periods of peak demand or extreme weather conditions
Strong verbal and written communication skills with the ability to interact professionally with customers, technicians, vendors, and internal teams
Demonstrated professionalism, tact, and sound judgment in all interactions
Ability to build and maintain productive working relationships across departments and with external partners
Attention to detail with the ability to manage paperwork, documentation, and data accurately
Strong time-management skills and ability to meet deadlines with limited supervision
Ability to maintain satisfactory attendance and reliability

Responsibilities

Receive and place phone calls with customers and technicians to communicate, prioritize, and coordinate work assignments
Schedule preventive maintenance, reactive service calls, and project work in alignment with contractual requirements and operational capacity
Generate preventive maintenance (PM) work orders monthly and ensure work is scheduled within assigned service windows
Schedule preventive maintenance work a minimum of two (2) weeks in advance whenever possible
Dispatch appropriate technicians based on skill level, nature of work, location, and urgency
Provide logistical and administrative support to field personnel to maximize productivity and efficiency
Calculate material needs and enter purchase order information accurately and timely
Ensure all required paperwork is properly completed, submitted, and received, including work orders, tasking documents, and start-up sheets
Monitor service orders for assigned accounts through weekly audits to ensure accuracy, completeness, and timely closure
Conduct daily technician check-out processes to confirm work completion and address outstanding issues
Track and communicate technician skill level changes as needed
Maintain awareness of customers identified as credit risks and communicate concerns appropriately
Monitor financial performance of service contracts and projects; notify the Service Manager if financial targets are at risk
Review and address "Additional Work Inquiries" weekly to ensure timely follow-up and resolution
Communicate potential sales leads or opportunities to the Sales Manager
Attend kick-off meetings for new service contracts as required
Escalate customer concerns promptly to the Service Manager and appropriate leadership
Perform other duties as assigned within the scope of the role