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Payroc · 23 hours ago

CUSTOMER SERVICE & DISPATCH COORDINATOR

San Diego, CA

Full-time

Onsite

Entry Level

1+ years exp

Payroc is a company that provides services in the POS installation domain. They are seeking a Customer Service & Dispatch Coordinator who will manage service calls, schedule technicians, process orders, and ensure accurate billing while delivering exceptional customer service.

Financial ServicesPaymentsTransaction Processing

Responsibilities

Deliver exceptional customer service across all communication channels — phone, email, and in-person — ensuring prompt, courteous, and professional assistance

Serve as the primary contact for customers regarding service requests, parts orders, repairs, and billing inquiries

Conduct proactive follow-ups with customers to confirm appointments, track orders, and ensure satisfaction with completed service calls

Manage inbound and outbound calls and emails to address service issues, replacement equipment needs, and general inquiries

Efficiently schedule and coordinate service calls for field technicians, ensuring timely response and optimal coverage

Maintain real-time dispatch boards and technician schedules, adjusting priorities as new calls arise

Manage overnight escalations and ensure prompt resolution and communication with affected customers

Track technician activity and service completion, ensuring accuracy in service logs and ticket details

Create, fulfill, and close sales and service orders for parts, supplies, and replacement equipment

Manage the technician replacement fulfillment and depot service programs

Coordinate and track third-party equipment exchanges, ensuring timely delivery and return of defective units

Utilize UPS or similar portals to process shipments, track deliveries, and arrange call tags for returns

Occasionally drive company equipment between office locations or make local deliveries and pick-ups as required

Review service tickets and documentation for completeness and accuracy before closure

Prepare proposals for non-contracted service work as needed

Support daily billing, invoicing, and data entry activities to ensure accuracy and timeliness

Maintain accurate service records, logs, and customer information within company systems

Assist with general office duties and other tasks as needed

Qualification

Customer serviceDispatch coordinationMicrosoft Office SuiteTechnical trainingPOS systemsMultitaskingVerbal communicationWritten communicationOrganizational skillsAttention to detail