Service Coordinator - Dispatcher

Unlimited Service Group•Chattanooga, TN

2d•Onsite

About The Position

FESCO is seeking a highly organized, detail-oriented, and customer-focused Service Dispatcher to work as part of a service team with peer dispatchers. The role coordinates daily service operations, schedules technicians, and manages service calls from initial customer contact through completion and billing. It combines front-office duties, such as answering customer inquiries and coordinating schedules, with back-office work, including work order management, documentation, third-party portal requirements, invoicing support, and job follow-up. Accuracy, timely follow-up, and attention to detail are important to customer satisfaction, technician productivity, cash flow, and business performance. The position is full-time and based at FESCO’s Chattanooga office at 1209 S Watkins Street, Chattanooga, TN 37404. The stated pay range is $24.00–$26.00 per hour. FESCO describes itself as a provider of equipment service for the foodservice industry, with more than 30 years of service. It is an equal opportunity employer and states that it welcomes diversity and is committed to an inclusive environment.

Requirements

Strong attention to detail and the ability to maintain accuracy while managing multiple priorities.
Experience using Microsoft Office products, including Word and Excel.
Excellent organizational and time-management skills.
Strong verbal and written communication skills.
Ability to work effectively in a fast-paced environment where priorities may change throughout the day.
Comfort working across multiple computer systems, websites, portals, and software platforms.
Strong problem-solving and follow-up skills.
Ability to independently prioritize front-office and back-office responsibilities.
Ability to remain calm, professional, and solution-oriented when working with customers, technicians, and third-party partners.

Nice To Haves

Previous experience in dispatching, scheduling, customer service, field service, or service administration.
Experience in HVAC, plumbing, electrical, appliance repair, facilities maintenance, warranty, insurance, or another service-based industry.
Experience with Service Channel, Corrigo Pro, Ecotrak, Verisae, or similar field-service management software.
Experience working with third-party service, warranty, insurance, or property-management portals.
Understanding of work orders, purchase orders, estimates, approvals, invoicing, and billing processes.
Experience coordinating multiple technicians and service calls simultaneously.
Strong computer skills and the ability to learn new software and online platforms quickly.

Responsibilities

Schedule and dispatch service technicians according to priority, availability, location, skill set, and customer requirements.
Receive and coordinate service requests by phone, email, and online platforms.
Communicate appointment details, job requirements, and customer information accurately to technicians.
Monitor technician schedules and job progress, adjusting plans for emergencies, cancellations, delays, and priority calls.
Communicate professionally with customers about appointments, arrival windows, service updates, and job status.
Ensure technician field notes and close-out documentation are complete, accurate, and relevant.
Maintain accurate customer records, work orders, service notes, technician documentation, and job statuses.
Review work orders for accuracy and completeness before advancing them in the process.
Obtain and file required documentation, photos, signatures, estimates, purchase orders, and approvals.
Identify missing information or discrepancies and follow up promptly to prevent billing or payment delays.
Track open, completed, pending, and problem jobs.
Manage third-party customer portals and warranty requirements, including entering and updating job information and monitoring assignments, approvals, messages, documentation, and status updates.
Submit required portal information by established deadlines and follow each third-party customer's processes and documentation requirements.
Balance answering phones, assisting customers, scheduling, and dispatching with administrative work.
Prioritize tasks according to urgency, customer needs, technician availability, and financial impact.
Use downtime productively to update work orders, process documentation, follow up on outstanding items, and move completed jobs toward billing.
Process completed work promptly so service can be converted into billable revenue accurately and quickly.
Communicate with management, technicians, accounting, and other departments to resolve issues that could delay billing or payment.
Follow up on incomplete work orders, missing approvals, customer documentation, and other billing obstacles.
Monitor aging or stalled work orders and escalate issues when necessary.
Identify process issues that may affect technician productivity, customer satisfaction, billing, or cash flow.
Take ownership of assigned jobs from scheduling through completion and administrative closeout.