Service Coordinator - Dispatcher

We are seeking a highly organized, detail-oriented, and customer-focused Service Dispatcher to, as part of a service team consisting of peer dispatchers, help coordinate daily service operations, schedule technicians, and ensure service calls are managed efficiently from initial customer contact through completion and billing.

The Service Dispatcher plays a critical role in keeping the business running efficiently and keeping revenue flowing through the organization. This position requires the ability to balance front-office responsibilities, such as customer communication and scheduling, with back-office responsibilities, including work order management, documentation, third-party portal requirements, invoicing support, and job follow-up.

The ideal candidate is proactive, organized, comfortable working across multiple systems, and understands that accuracy, timely follow-up, and attention to detail directly impact customer satisfaction, technician productivity, cash flow, and overall business performance. 

• →Effectively balance front-office responsibilities, including answering phones, assisting customers, scheduling, and dispatching, with back-office administrative tasks.
• →Prioritize tasks based on urgency, customer needs, technician availability, and financial impact.
• →Use downtime between calls and dispatch activities productively to update work orders, process documentation, follow up on outstanding items, and move completed jobs toward billing.
• →Ensure completed work is promptly processed so the business can convert completed service into billable revenue as quickly and accurately as possible.
• →Communicate with management, technicians, accounting, and other departments to resolve issues that could delay billing or payment.

• Schedule and dispatch service technicians based on priority, availability, location, skill set, and customer requirements.
• Receive and coordinate incoming service requests by phone, email, and online platforms.
• Communicate appointment details, job requirements, and customer information accurately to technicians.
• Monitor technician schedules and job progress throughout the day.
• Adjust schedules to accommodate emergencies, cancellations, delays, and priority service calls.
• Communicate professionally with customers regarding appointments, arrival windows, service updates, and job status.
• Maintain a high level of customer service while effectively managing competing priorities.

• Ensure that technicians are providing complete, accurate and relevant information in their field notes/documentation during the call close-out process.
• Maintain accurate and complete customer records, work orders, service notes, technician documentation, and job statuses.
• Review work orders for accuracy and completeness before moving jobs to the next stage of the process.
• Ensure required documentation, photos, signatures, estimates, purchase orders, and approvals are properly obtained and filed.
• Identify missing information or discrepancies and follow up promptly to prevent delays in billing or payment.
• Track open, completed, pending, and problem jobs to ensure nothing falls through the cracks.
• Understand that small administrative errors can create significant delays in billing, collections, and revenue recognition.

• Effectively navigate and manage third-party customer portals and warranty requirements as required.
• Enter and update job information accurately within third-party systems.
• Monitor third-party portals for new assignments, approvals, messages, required documentation, and status updates.
• Ensure required information is submitted within established deadlines to prevent payment delays, rejected claims, or lost revenue opportunities.
• Understand and follow the specific processes and documentation requirements of each third-party customer or platform.
• Maintain strong organizational habits when managing multiple portals and systems simultaneously.

• Help ensure every completed service call is properly documented, processed, and positioned for timely invoicing.
• Follow up on incomplete work orders, missing approvals, customer documentation, and other items that may prevent a job from being billed.
• Monitor aging or stalled work orders and escalate issues when necessary.
• Identify process issues that may negatively affect technician productivity, customer satisfaction, billing, or cash flow.
• Take ownership of assigned jobs from scheduling through completion and administrative closeout.
• Understand that effective dispatch and administrative follow-through are directly connected customer satisfaction, as well as the company's revenue and profitability.

• Previous experience in dispatching, scheduling, customer service, field service, or service administration preferred.
• Strong attention to detail and ability to maintain accuracy while managing multiple priorities.
• Experience using Microsoft Office products (Word, Excel, etc.)
• Excellent organizational and time-management skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment where priorities can change throughout the day.
• Comfortable working across multiple computer systems, websites, portals, and software platforms.
• Strong problem-solving and follow-up skills.
• Ability to independently prioritize front-office and back-office responsibilities.
• Ability to remain calm, professional, and solution-oriented when dealing with customers, technicians, and third-party partners.
• Experience in HVAC, plumbing, electrical, appliance repair, facilities maintenance, warranty, insurance, or another service-based industry is a plus.

• Experience with Service Channel, Corrigo Pro, Ecotrak, Verisae, or similar field-service management software.
• Experience working with third-party service, warranty, insurance, or property-management portals.
• Understanding of work orders, purchase orders, estimates, approvals, invoicing, and billing processes.
• Experience coordinating multiple technicians and service calls simultaneously.
• Strong computer skills and the ability to learn new software and online platforms quickly.

Success in this position means nothing gets lost, nothing gets unnecessarily delayed, and every completed service opportunity moves efficiently toward billing and payment. 

The successful Service Dispatcher will:

• Keep technicians productive and properly scheduled.
• Provide customers with clear and timely communication.
• Maintain accurate and complete work orders.
• Manage third-party portals and requirements effectively.
• Balance immediate customer and dispatch needs with important administrative work.
• Proactively identify and resolve issues before they become revenue-impacting problems.
• Keep completed work moving through the administrative and billing process.
• Demonstrate strong ownership, accountability, organization, and attention to detail.

Benefits of Joining Our Team     

• Medical & Dental Insurance Coverage 
• Optional Short Term Disability Coverage 
• Long-Term Disability Coverage, plus optional Life and Vision Insurance 
• Paid time off for Vacations and Holidays 
• 401 (k) Retirement Plan with Company match 
• Competitive starting hourly rate.

About FESCO     

FESCO is the premier provider of equipment service for the foodservice industry. With more than 30 years of dedicated service, we know foodservice inside and out. Our vision is to be the most reliable source of service management solutions for the foodservice industry. Let us know if you want to be part of our team! To learn more, please visit us at: https://www.fesco-tenn.com

FESCO welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.     

FESCO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

FESCO is a division of Unlimited Service Group “All Unique All United.”