Service Coordinator - Dispatcher

Fesco•Chattanooga, TN

3d•Onsite

About The Position

The Service Coordinator - Dispatcher is a full-time position based at FESCO’s Chattanooga office. Working as part of a service team with peer dispatchers, this role coordinates daily service operations, schedules technicians, and manages service calls from initial customer contact through completion and billing. The position combines customer-facing responsibilities—such as answering inquiries, communicating appointment details, and dispatching—with administrative work, including work order management, documentation, third-party portal requirements, invoicing support, and job follow-up. The dispatcher helps keep technicians productive and service operations running efficiently while ensuring completed work is accurately documented and moves promptly toward invoicing and payment. Success requires organization, accuracy, timely follow-up, comfort working across multiple systems, and the ability to balance changing customer, operational, and administrative priorities. The position works with customers, technicians, management, accounting, and other departments to resolve issues that could delay service, billing, or payment.

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 can 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 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 ability to learn new software and online platforms quickly.

Responsibilities

Schedule and dispatch service technicians based on priority, availability, location, skill set, and customer requirements.
Receive and coordinate service requests by phone, email, and online platforms.
Communicate job requirements, customer information, appointment details, arrival windows, and service updates accurately to technicians and customers.
Monitor technician schedules and job progress, adjusting schedules for emergencies, cancellations, delays, and priority calls.
Maintain accurate and complete customer records, work orders, service notes, technician documentation, and job statuses.
Review work orders for accuracy and completeness and follow up on missing information or discrepancies.
Ensure required documentation, photos, signatures, estimates, purchase orders, and approvals are obtained and filed.
Track open, completed, pending, and problem jobs and follow up on items that could delay billing or payment.
Navigate third-party customer portals and warranty systems; enter and update job information and monitor assignments, approvals, messages, documentation, and status updates.
Submit required information to third-party systems within established deadlines and follow each customer’s or platform’s processes.
Balance customer service, scheduling, and dispatching with administrative tasks such as updating work orders, processing documentation, and moving completed jobs toward billing.
Communicate with management, technicians, accounting, and other departments to resolve issues that could delay billing or payment.
Monitor aging or stalled work orders and escalate issues when necessary.
Identify process issues that may affect technician productivity, customer satisfaction, billing, cash flow, or revenue.
Take ownership of assigned jobs from scheduling through completion and administrative closeout.