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The Brewer-Garrett Company · 4 days ago

Dispatcher/Customer Service Coordinator

Cleveland, OH

Full-time

Onsite

Senior Level

5+ years exp

The Brewer-Garrett Company is a facility solutions provider focused on helping organizations operate efficiently and sustainably. The Customer Service Coordinator is responsible for coordinating and scheduling field service activities, ensuring effective communication between customers and technicians to enhance customer satisfaction and operational efficiency.

ConstructionEnergyRenewable EnergyService Industry

Responsibilities

Receive and place phone calls with customers and technicians to communicate, prioritize, and coordinate work assignments

Schedule preventive maintenance, reactive service calls, and project work in alignment with contractual requirements and operational capacity

Generate preventive maintenance (PM) work orders monthly and ensure work is scheduled within assigned service windows

Schedule preventive maintenance work a minimum of two (2) weeks in advance whenever possible

Dispatch appropriate technicians based on skill level, nature of work, location, and urgency

Provide logistical and administrative support to field personnel to maximize productivity and efficiency

Calculate material needs and enter purchase order information accurately and timely

Ensure all required paperwork is properly completed, submitted, and received, including work orders, tasking documents, and start-up sheets

Monitor service orders for assigned accounts through weekly audits to ensure accuracy, completeness, and timely closure

Conduct daily technician check-out processes to confirm work completion and address outstanding issues

Track and communicate technician skill level changes as needed

Maintain awareness of customers identified as credit risks and communicate concerns appropriately

Monitor financial performance of service contracts and projects; notify the Service Manager if financial targets are at risk

Review and address 'Additional Work Inquiries' weekly to ensure timely follow-up and resolution

Communicate potential sales leads or opportunities to the Sales Manager

Attend kick-off meetings for new service contracts as required

Escalate customer concerns promptly to the Service Manager and appropriate leadership

Perform other duties as assigned within the scope of the role

Qualification

Customer service experienceDispatching experienceScheduling experienceERP systems knowledgeService-related softwareOrganizational skillsVerbal communication skillsWritten communication skillsAttention to detailTime-management skills

Required

High School Diploma or equivalent required

Proficiency in using phones, computers, and office equipment to support daily operations

Working knowledge of ERP systems and service-related software (e.g., COINS, GPS, Microsoft Office or similar platforms)

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Ability to work effectively under pressure, particularly during periods of peak demand or extreme weather conditions

Strong verbal and written communication skills with the ability to interact professionally with customers, technicians, vendors, and internal teams

Demonstrated professionalism, tact, and sound judgment in all interactions

Ability to build and maintain productive working relationships across departments and with external partners

Attention to detail with the ability to manage paperwork, documentation, and data accurately

Strong time-management skills and ability to meet deadlines with limited supervision

Ability to maintain satisfactory attendance and reliability

Ability to sit, stand, walk, and remain stationary for extended periods

Frequent use of hands and fingers to operate computers, phones, and office equipment

Ability to reach, bend, stoop, and climb stairs as needed

Ability to communicate effectively through speaking and hearing

Ability to lift or move office materials and supplies up to 20 pounds occasionally

Ability to work under pressure during periods of high demand, which may coincide with extreme hot or cold weather conditions affecting service operations