Service Operations Coordinator – Scheduling, Dispatch & Administration

Mast Roofing & Construction•Oley, PA

1d•Onsite

About The Position

Mast Roofing & Construction is hiring a full-time Service Operations Coordinator, also described as a Client Care Representative, to coordinate calls, appointments, dispatch, and service administration. The role supports client care and field operations by managing a high volume of incoming calls, booking and updating appointments, coordinating with sales, production, and technicians, and maintaining accurate CRM and administrative records. It requires active judgment, initiative, organization, and the ability to manage competing priorities in a busy environment. The position is based onsite at the company offices in Oley, Pennsylvania, and supports clients and field operations throughout Berks County and surrounding areas, including Reading and Allentown. The employee reports directly to the Sales Manager, meets weekly to review goals and results, and works under the Production Manager’s direction when coordinating and dispatching repair inspections and production calls. Annual earning potential is listed as $45,000–$65,000, with a starting base of $22 per hour or more depending on experience, plus performance incentives and bonus opportunities. Mast Roofing & Construction is a faith-based, family-run residential and light commercial roofing and construction company. It states that it has served clients for over 28 years and is guided by the values Work Hard, With Integrity, Serving Others, and With Excellence. The company emphasizes quality workmanship, employee and family well-being, personal growth, skill development, ownership, and accountability.

Requirements

Prior experience in service coordination, dispatch, appointment scheduling, client care, or administrative operations.
Ability to manage a high volume of phone calls while completing time-sensitive scheduling, dispatch, and administrative responsibilities.
Fast, accurate keyboarding and the ability to listen, ask questions, and enter information into a CRM during live conversations without first taking handwritten notes.
Strong typing speed combined with accuracy and complete recordkeeping.
Sound judgment and confidence making timely decisions within established procedures, and ability to recognize when management input is needed.
Ability to work independently, take initiative, anticipate needs, and complete responsibilities without repeated reminders.
Strong attention to detail and commitment to checking names, addresses, appointment times, payments, and job documentation for accuracy.
Ability to shift quickly between tasks, manage interruptions, and maintain a productive pace amid changing priorities and firm deadlines.
Practical, analytical problem-solving skills and understanding of how booking, scheduling, dispatch, and follow-up affect productivity, revenue, and profitability.
Clear verbal and written communication, professional phone skills, and ability to explain service options and respond to objections respectfully.
Confidence using CRM systems, scheduling tools, email, spreadsheets, and multiple computer applications, plus ability to learn new systems and follow established workflows.
Integrity, discretion with confidential information, dependable attendance, positive work ethic, and willingness to accept coaching and improve performance.

Nice To Haves

Experience in HVAC, plumbing, electrical, roofing, or another trade service business is strongly preferred.

Responsibilities

Handle a high volume of incoming calls professionally, urgently, and accurately, using a headset throughout the shift and working toward answering 98% of calls by the third ring.
Maintain a minimum 80% booking ratio by following approved scripts, asking effective questions, explaining service value, and responding to objections respectfully.
Listen and enter client information directly into the CRM during live conversations, accurately recording contact details, service needs, commitments, and next steps without relying on handwritten notes for later entry.
Respond to online quote requests and return client calls within five minutes, and respond to emails, texts, and calls daily according to company procedures.
Schedule repair and replacement appointments, service calls, estimates, and final 25 Point roof inspections; promptly confirm appointment details, start dates, times, and changes with clients and staff.
Coordinate and dispatch repair inspections and production calls under the Production Manager’s direction.
Make proactive scheduling decisions within established guidelines to support profitable dispatching, productive technician time, efficient travel, and timely client service; monitor gaps, conflicts, delays, and changing priorities, communicate adjustments, and escalate decisions beyond assigned authority.
Generate sales orders in the CRM, record and verify appointment results, follow up when results or supporting details are missing, and update administrative tracking systems daily.
Prepare complete and accurate production and job folders, including jobs with signed proposals and deposits awaiting contracts, and ensure paperwork reaches the appropriate staff before appointments.
Route required job pouches to management for commission entry and review, transfer completed job folders to the Office Manager for invoicing, and send contracts for electronic signatures as directed.
Collect required payments and payment information on booked and confirmed calls according to company procedures for authorization, processing, documentation, and protection of client information.
Assist clients who choose financing and complete vendor warranty registrations after final invoicing.
Track outstanding documents and follow through until administrative steps are complete.
Provide prompt support to technicians and sales representatives and communicate client commitments, appointment requirements, and job information clearly across the team.
Follow up daily with clients who have requested communication and resolve service concerns promptly, respectfully, and empathetically.
Provide the Sales Manager daily updates on escalated interactions and support a quality or recommendation score of at least 9/10 through PulseM or an equivalent system.
Meet weekly with the Sales Manager to review goals and results; attend meetings and required training prepared and on time.
Participate in phone skills training at least twice yearly and help improve scripts and processes.
Maintain organized records and work areas, meet reporting deadlines, and promptly notify management of serious accidents, damage, liability or warranty concerns, fraud, theft, or serious Core Value breaches.