SERVPRO of Wilkes, Alleghany, Watauga, Ashe Counties · 5 months ago
Dispatch Coordinator
Rockville, MD 20850
Full-time
Onsite
Mid Level
$22/hr - $27/hr
3+ years expSERVPRO of Wilkes, Alleghany, Watauga, Ashe Counties is seeking a Dispatch Coordinator to enhance their customer service and administrative functions. The role involves managing service requests, coordinating technician schedules, and ensuring effective communication between teams and clients to deliver timely services.
Responsibilities
Deliver excellent customer service by creating a positive first impression and maintaining a professional, courteous attitude
Ensure customers are informed about the service process, potential delays, and receive complete and accurate details on processes
Handle customer inquiries, concerns, and complaints in a professional and empathetic manner
Address scheduling conflicts, emergencies, and unexpected issues that may arise during service delivery
Receive and process service requests from customers, either through phone calls, emails, or an online platform
Collect all pertinent project information during intake (FNOL – First Notice of Loss) and details in company database
Schedule 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 referrals
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
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
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) Dashboards
Coordinate with other dispatchers and/or team members to ensure seamless coverage and support
Maintain and update company contact list
Office supply inventory management
Filing, mailing, receive & route packages, deliveries, and greet visitors
Qualification
Required
High school diploma/GED (preferred)
At least 3 years of customer service and scheduling-related experience
Ability to multitask and to remain detail orientated
Must be knowledgeable in relevant computer applications
Preferred
Prior dispatch experience preferred
Knowledge of local geographical area is preferred
Benefits
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Company
SERVPRO of Wilkes, Alleghany, Watauga, Ashe Counties
Restoration and Cleaning Services As a trusted leader in the restoration industry, SERVPRO of Wilkes, Alleghany, Watauga, and Ashe Counties has the advanced training and equipment needed to clean and restore your home and business anytime you need help, 24 hours a day, including weekends and holidays.
Wilkesboro, North Carolina, US
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase