Dispatch Coordinator

Dispatch CoordinatorSERVPRO Team Gutierrez is hiring a Dispatch CoordinatorAs the Dispatch Coordinator, you will perform customer service and administrative tasks related to receiving and routing calls and emails, intake and dispatch of new emergency mitigation service requests & other referrals, qualifying and prioritizing projects efficiently, monitoring and tracking technicians' routes and appointments, and general office support. Responsibilities involve coordinating and communicating between various teams, technicians, and customers/clients to ensure that services are delivered promptly and effectively, and all project files and databases are updated appropriately.Key ResponsibilitiesCustomer Service:Deliver excellent customer service by creating a positive first impression and maintaining a professional, courteous attitudeEnsure customers are informed about the service process, potential delays, and receive complete and accurate details on processesHandle customer inquiries, concerns, and complaints in a professional and empathetic mannerAddress scheduling conflicts, emergencies, and unexpected issues that may arise during service delivery.Scheduling and Coordination:Receive and process service requests from customers, either through phone calls, emails, or an online platformCollect all pertinent project information during intake (FNOL First Notice of Loss) and details in company databaseSchedule appointments for technicians to visit customers' homes/business for emergency service.Optimize technician routes to minimize travel time.Follow-up on and track pending emergency leads and job referralsEmergency Response:Handle commercial or Large Loss emergency service requests and deploy a priority responder immediately to urgent situations.Collaborate with management if the situation requires additional assistance.Prioritization & Time Management:Prioritize urgent service requests and assign resources accordingly.Qualify and schedule projects based on factors such as geographic proximity, response time, availability, and skill set.Monitor technicians' adherence to arrival windows, track their progress, and adjust schedules as needed.Communication & Documentation:Maintain clear and open communication channels with customers, technicians, and other relevant parties.Update customers on appointment timings, delays, and any changes in the schedule.Update and manage project database for tracking services requests, appointments, customer information, and job statuses.Document all internal and external communications in project database and/or TPA (Third Party Administrators) DashboardsTeam Support:Coordinate with other dispatchers and/or team members to ensure seamless coverage and support.Maintain and update company contact listOffice supply inventory managementFiling, mailing, receive & route packages, deliveries, and greet visitorsPosition RequirementsHigh school diploma/GED (preferred)At least 3 years of customer service and scheduling-related experiencePrior dispatch experience preferredAbility to multitask and to remain detail orientatedKnowledge of local geographical area is preferredMust be knowledgeable in relevant computer applicationsSkills/Physical Demands/CompetenciesThis is a sedentary role in a fast-paced office environment. Some filing is required which would require the ability to lift files, open filing cabinets, and bending or standing as necessary. Ability to successfully complete a background check subject to applicable lawEach SERVPRO Franchise is Independently Owned and Operated.All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO Franchise.Compensation: $22.00 - $27.00 per hourPicture yourself here fulfilling your potential.At SERVPRO, you can make a positive difference in people's lives each and every day We're seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO career opportunities near you is easy We look forward to hearing from you.