Service Coordinator - Dispatcher

Bassett Mechanical•Kaukauna, WI

About The Position

Provides support to internal and external customers by coordinating service activities and ensuring customer commitments are met in a timely and efficient manner. This role develops, maintains, and adjusts service technician schedules to effectively balance workloads, optimize resource utilization, and respond to evolving customer requirements and business priorities. Additionally, the Service Coordinator provides backup support to other Service Coordinators as needed to ensure continuity of operations.

Requirements

Previous customer service experience in an office or service-oriented environment required.
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel; advanced Excel skills are beneficial.
Ability to quickly learn and effectively utilize new software, systems, and technology tools to support scheduling, dispatching, and customer service processes.
Strong attention to detail, accuracy, and follow-through.
Excellent organizational, time management, and prioritization skills, with the ability to manage multiple responsibilities in a fast-paced environment.
Ability to exercise sound judgment, adapt to changing priorities, and maintain professionalism in challenging situations.

Nice To Haves

Associate degree, post-secondary coursework, or equivalent combination of education and related experience preferred.
Scheduling or dispatching experience is preferred but not required.

Responsibilities

Develop, maintain, and adjust service technician schedules to meet customer commitments and contractual obligations.
Proactively balance preventive maintenance, project work, repair requests, and emergency service needs to maximize efficiency and responsiveness.
Assess and prioritize service requests based on customer urgency and ensure customer information is accurate and up to date.
Manage on-call schedules for service technicians within assigned territories.
Maintain regular communication with supervisors, service technicians, project sales personnel, and customers regarding schedules, work progress, staffing availability, and service needs.
Build and maintain positive working relationships with customers, vendors, coworkers, and other internal stakeholders.
Monitor open work orders and distribute reports to support effective workload management and timely completion of service activities.
Support service department objectives by partnering with sales and special projects teams.
Provide backup coverage for incoming front desk phone calls and support other Service Coordinators as needed to ensure uninterrupted service operations and a high level of customer service.
Support and maintain a safe and Lean work environment.
Other duties as assigned.