Service Coordinator - Dispatch at Texas Chiller Systems

Job Title: Service Coordinator-Dispatch

Reports to: Service Manager

FLSA Status: Exempt

Job Type: Full-Time

Position Summary:

The Service Coordinator – Dispatch coordinates and monitors service work orders from initiation through completion. The position schedules and dispatches service technicians to ensure timely completion of customer requests while supporting productivity, efficiency, and profitability. This role partners with the Service Manager and team lead to monitor performance, resolve service issues, and maintain customer satisfaction.

Duties/Responsibilities:

• Receive and manage incoming service requests, ensuring accurate entry and assignment of work orders.
• Schedule and dispatch technicians based on skills, availability, and customer needs.
• Communicate estimated arrival times, status updates, and service outcomes to customers.
• Confirm service completion, address customer inquiries, and resolve issues.
• Reconcile and close work orders daily in Jonas to ensure accurate records.
• Monitor and track work in progress to maintain timely completion and quality standards.
• Align technician schedules with workload and customer commitments.
• Support lead generation efforts by capturing opportunities through inbound calls.
• Develop and maintain customer relationships to enhance satisfaction and repeat business.
• Collaborate with CSR Maintenance to plan and schedule preventive maintenance agreements.
• Provide account updates during business review meetings, including profitability and receivables status.
• Administer warranty claims and coordinate service callbacks.
• Provide coverage for other CSR roles when required.
• Promote and adhere to all company safety policies and practices.
• Perform additional duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Minimum 2 years customer service experience in a service-based or commercial/industrial environment.
• Minimum 5 years HVAC or service industry experience with responsibility for scheduling or service operations preferred.
• Strong organizational skills and attention to detail.
• Effective written and verbal communication skills with internal teams and external customers.
• Ability to manage multiple tasks and priorities with accuracy and professionalism.
• Ability to work independently and collaboratively to achieve departmental goals.
• Demonstrated ability to influence and coordinate across diverse teams.Physical

Requirements:

• Ability to lift up to 25 pounds occasionally.
• Ability to sit, stand, walk, bend, and stretch for periods of time during the workday.
• Ability to use a computer and telephone for extended periods.

Work Schedule:

• Standard 8-hour shifts.
• Regular work hours are Monday through Friday, 7:00 a.m. to 6:00 p.m.
• Work hours may vary based on seasonal demands or workload.

Texas Chiller Systems provides equal employment opportunities to all employees and applicants. The company prohibits discrimination and harassment of any type and promotes a workplace that respects diversity and inclusion.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  These statements are not to be translated as an exhaustive list of all responsibilities, duties, and skills required of personnel in this position.  All team members may be required to perform duties outside of their normal responsibilities from time to time as needed.