Dispatch Coordinator

Benefits:

401(k) matching Competitive salary Dental insurance Health insurance Paid time off Vision insurance SERVPRO Team Gutierrez is hiring a Dispatch Coordinator ! As the Dispatch Coordinator, you will perform customer service and administrative tasks related to receiving and routing calls and emails, intake and dispatch of new emergency mitigation service requests & other referrals, qualifying and prioritizing projects efficiently, monitoring and tracking technicians' routes and appointments, and general office support. Responsibilities involve coordinating and communicating between various teams, technicians, and customers/clients to ensure that services are delivered promptly and effectively, and all project files and databases are updated appropriately.

Key Responsibilities Customer Service:

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.

Scheduling and Coordination:

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

Emergency Response:

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.

Prioritization & Time Management:

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.

Communication & Documentation:

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 Team Support:

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 Position Requirements High school diploma/GED (preferred) At least 3 years of customer service and scheduling-related experience Prior dispatch experience preferred Ability to multitask and to remain detail orientated Knowledge of local geographical area is preferred Must be knowledgeable in relevant computer applications Skills/Physical Demands/Competencies This is a sedentary role in a fast-paced office environment. Some filing is required which would require the ability to lift files, open filing cabinets, and bending or standing as necessary. Ability to successfully complete a background check subject to applicable law Each SERVPRO® Franchise is Independently Owned and Operated. All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.