Service Dispatch Coordinator

North American Video Corp • Waxahachie, TX

11d

About The Position

The Customer Dispatch Associate is responsible for maintaining and strengthening customer relationships that promote retention, satisfaction, and long-term loyalty. This role serves as the first point of contact for customers and plays a critical role in coordinating service requests, communicating service level expectations, and ensuring customer needs are addressed accurately and efficiently. Success in this role requires strong communication skills, attention to detail, and a customer-first mindset.

Requirements

• High School Diploma or equivalent required.
• Strong attention to detail with proficiency in Microsoft Excel and Word.
• Excellent verbal, written, and phone communication skills with professional phone etiquette.
• Ability to read, interpret, and follow instructions, correspondence, and operating procedures.
• Strong organizational and time-management skills.
• Ability to work independently while collaborating effectively with internal teams.
• High level of professionalism, integrity, and accountability.
• Ability to apply common sense reasoning to solve problems involving multiple variables.
• Customer satisfaction and retention levels
• Timely and accurate processing of service requests
• Adherence to SLAs and service quality standards
• Effective communication with customers and internal teams
• Consistent demonstration of NAVCO’s core values: teamwork, integrity, responsibility, respect, honesty, and quality

Responsibilities

• Serve as the first impression of NAVCO to customers by delivering professional, courteous, and responsive service.
• Maintain customer satisfaction by enforcing quality and customer service standards and resolving service-related issues.
• Monitor the processing, scheduling, and completion of NAVCO service requests.
• Ensure Service Level Agreements (SLAs) are clearly communicated to field service technicians and subcontractors.
• Coordinate and oversee ordering of parts and materials required for service request completion.
• Accurately receive and document service requests from customers and relay details to field service teams in a timely manner.
• Analyze service trends, identify recurring issues, and recommend process or system improvements.
• Maintain accurate records and documentation related to customer service activity.
• Perform additional duties as assigned to support customer service and business objectives.

Benefits

• ESOP – Employee Stock Ownership Program
• 401(k) Retirement Plan
• HSA/PPO health plans, dental, vision, and supplemental life insurance
• Annual Profit-Sharing Bonus
• Paid Sick & Mental Health Leave: 5 days annually
• Vacation Days based on years of service
• 1 year to end of 4 years: 8 days
• 5+ years: 13 days
• Recognition and Rewards Program – Assembly
• Social Responsibility Day (1 paid workday annually to volunteer)
• 10 Paid Holidays
• Personal Floating Holiday (8 hours annually)
• Magellan Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees