Service Coordinator

Service Coordinator

The Service Coordinator is responsible for managing and prioritizing service requests, ensuring timely dispatch of work orders to field personnel nationwide. This role requires strong organizational skills, attention to detail, and the ability to make quick decisions in a fast-paced environment. The coordinator serves as the primary point of contact for work order inquiries, providing clear communication between customers, technicians, and internal teams. Success in this role requires adaptability, problem-solving, and a commitment to delivering efficient, high-quality service while meeting internal and external service level agreements (SLAs).

Essential Functions

• Dispatch work orders to field personnel nationwide, ensuring compliance with internal and external SLAs using company and external systems.
• Assess, prioritize, and assign work to the appropriate office to optimize resources and meet service expectations.
• Process and respond to emergency and non-emergency service requests promptly.
• Communicate with field personnel, customers, and offices via email, phone, and digital platforms to provide updates, escalate issues, and resolve concerns.
• Serve as the primary point of contact for work order inquiries before the initial service visit.
• Manage a high volume of service requests, emails, and phone calls, ensuring timely resolution.
• Monitor work orders to confirm service commitments are met and all requirements are fulfilled.
• Make timely and informed decisions to address challenges and maintain service efficiency.
• Adjust work order assignments dynamically based on evolving customer needs and timelines.
• Answer inbound calls to support dispatch, scheduling, and service reporting.
• Identify and resolve scheduling conflicts through proactive engagement with customers, offices, and technicians.
• Maintain strong multitasking and organizational skills to balance competing priorities.
• Collaborate with a continuous improvement mindset to enhance processes and service outcomes.
• Foster a respectful and supportive work environment through clear and direct communication.
• Demonstrate accountability, enthusiasm, and a commitment to excellence.

Education and Experience

• High School diploma or equivalent is required, associate's degree or higher is preferred.
• 3 years of experience in a Dispatching role, Operations Administrative role or Customer Service Representative role or similar

Schedule:

• Monday–Friday, 7:00 AM – 4:00 PM

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

EEO STATEMENT

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.