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Service & Dispatch Coordinator
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Mario's Air Conditioning and Heating, INC
Hudson, FL (In Person)
$37,440 Salary, Full-Time
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Job Description
Position Summary The Customer Experience Coordinator is responsible for managing inbound and outbound customer communications, scheduling service appointments, dispatching technicians efficiently, and ensuring an exceptional customer experience from the first phone call through job completion. This position serves as the communication hub between customers, technicians, sales staff, and management. Primary ResponsibilitiesAppointment Setting Answer incoming phone calls and respond to customer inquiries. Schedule service, maintenance, sales, warranty, and installation appointments. Confirm customer information and accurately enter details into ServiceTitan. Perform outbound calls to follow up on unsold estimates, maintenance agreements, and customer inquiries. Rebook missed appointments and reschedule as needed. Maintain technician schedules to maximize productivity and efficiency. Dispatching Dispatch technicians based on skill set, location, priority, and workload. Monitor technician progress throughout the day and adjust schedules as needed. Communicate schedule changes, emergencies, and customer updates to field personnel. Track appointment statuses and ensure jobs are completed and closed properly. Coordinate after-hours and emergency service calls when required. Customer Service Provide professional and courteous communication with customers. Address customer concerns and escalate issues when necessary. Keep customers informed of technician arrival times and scheduling changes. Maintain high customer satisfaction through proactive communication. Administrative Duties Accurately document customer interactions and job notes. Update and maintain customer records within company software. Review upcoming schedules and identify open opportunities for booking. Assist management with reports, call reviews, and scheduling metrics. Support sales and service departments with administrative tasks as assigned. Qualifications Previous dispatching, scheduling, call center, or customer service experience preferred. Strong communication and multitasking abilities. Ability to remain calm and organized in a fast-paced environment. Proficient with computers and scheduling software. Experience with ServiceTitan is preferred but not required. Strong attention to detail and problem-solving skills. Key Performance Indicators (KPIs) Appointment booking rate Technician schedule efficiency Customer satisfaction scores Outbound call completion goals Call conversion rates Reduction in technician downtime Accuracy of scheduling and dispatching records Reports To Office Manager / Director of Operations Compensation Structure Hourly wage plus performance bonuses based on booking rate, schedule efficiency, customer satisfaction, and revenue opportunities generated.