Service Coordinator - Dispatcher

Axios Professional Recruitment is partnered with a commercial plumbing and heating company in Grand Rapids seeking a full time Service Coordinator - Dispatcher. The ideal candidate will be able to manage a high volume of orders, assign work orders to technicians, and communicate effectively with customers and technicians.

Responsibilities

• Receive and log all service requests, assign work order numbers, and track the status of each work order.
• Communicate with customers regarding service requests, including scope of work, urgency, and scheduling.
• Dispatch Service Department technicians based on skills, location, customer needs, and job priority.
• Communicate with technicians daily to review job scope, scheduled tasks, and upcoming service calls.
• Review and schedule service projects with the Office Manager and/or Service Manager to maximize efficiency and profitability; follow up on results and recommend process improvements.
• Issue purchase orders for service materials as needed.
• Coordinate and schedule work with subcontractors and material suppliers.
• Verify weekly payroll by comparing service ticket hours with posted labor hours to ensure accuracy.
• Monitor open work orders and follow up or reschedule future work as needed.
• Maintain and send contracts, schedules, and backflow reports to townships and/or customers as required.
• Complete and submit permit requests.
• Maintain CSD1 documentation for the company and its customers.
• Coordinate, schedule, and maintain preventative maintenance (PM) contracts.

Qualifications

• 5+ years of customer service experience in a high-volume call and order environment.
• Strong organizational and multitasking skills with the ability to manage multiple service requests simultaneously.
• Ability to prioritize urgent service calls and adjust technician schedules in a fast-paced environment.
• Excellent verbal and written communication skills when working with customers, technicians, vendors, and internal staff.
• Proficiency with dispatching or service management software (Spectrum preferred) and Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work standard business hours with occasional flexibility for urgent service coordination if needed.
• Familiarity with construction, plumbing, appliance, HVAC or other service industry operations preferred.
• High school diploma or equivalent required.

Axios Professional Recruitment - an entirely employee-owned company - is the largest independent employer in West Michigan. Our mission is to match people with meaningful, long-lasting, and enjoyable careers, not just a job. Since 1988, we've helped match over 300,000 people just like you with top employers across West Michigan.

Good luck, we look forward to reviewing your application!