The Service Dispatch Assistant – Service Dispatch Backup supports daily service department operations, including incoming calls, scheduling, technician coordination, customer communication, service documentation, and invoicing. This role provides backup support to the Lead Dispatcher to ensure scheduling continuity and efficient operations. 

The ideal candidate is organized, adaptable, and able to multitask in a fast-paced environment. Strong critical-thinking, problem-solving, and communication skills are essential to managing changing priorities, resolving scheduling challenges, and delivering prompt, professional customer service. The successful candidate will demonstrate initiative, accountability, reliability, attention to detail, flexibility, and a team-oriented attitude while following established procedures and prioritizing customer satisfaction. 

Key Responsibilities 

Phone Coverage & Service Scheduling 

• Answer incoming phone calls promptly and professionally. 
• Schedule service calls and coordinate appointments based on customer needs, technician availability, and service priorities. 
• Ensure accurate scheduling information is entered and maintained in the appropriate systems. 

Lead Dispatcher Backup 

• Provide dependable backup support to the Lead Dispatcher to maintain scheduling continuity. 
• Assist with daily dispatch operations and help ensure service requests are handled efficiently. 
• Step in as needed to support scheduling, coordination, and communication during absences, peak workloads, or other operational demands. 

Technician Schedule Monitoring 

• Monitor technician schedules, estimated arrival times, job timelines, and service statuses. 
• Proactively notify customers of technician delays, schedule changes, or adjustments to committed arrival times. 
• Identify potential scheduling conflicts and communicate adjustments promptly to minimize service disruptions. 

Follow-Up & Return Visits 

• Coordinate and schedule follow-up appointments and return visits promptly. 
• Track outstanding service needs to ensure appropriate follow-through. 
• Work with technicians and the Lead Dispatcher to confirm return visits are scheduled and completed as required. 

Technician Communication & Job Documentation 

• Receive incoming calls from technicians and coordinate the collection of required job information. 
• Verify that service details, job notes, completion information, and supporting documentation are accurate and complete before calls are finalized for batching and invoicing. 
• Communicate with technicians to resolve missing information and documentation discrepancies. 

Daily Invoicing & Month-End Support 

• Process invoices daily to maintain accurate service records and ensure completed service calls are closed promptly. 
• Review service documentation for completeness and accuracy before invoicing. 
• Assist with month-end closing procedures to support timely and accurate financial reporting. 

Commercial Refrigeration Coordination 

• Maintain visibility of commercial refrigeration service needs, priorities, and outstanding calls. 
• Support appropriate scheduling and timely follow-up for commercial refrigeration customers. 
• Prioritize urgent service requirements and communicate potential delays or scheduling concerns to the appropriate personnel to minimize customer disruption. 

Customer Concern Resolution 

• Respond to customer questions and service concerns professionally and promptly. 
• Communicate customer complaints, service issues, and unresolved concerns to the Service Manager or other appropriate members of management. 
• Support timely follow-up and resolution while maintaining a positive customer experience. 

Communication & Coordination 

• Maintain clear, accurate, and consistent communication with technicians, customers, the Lead Dispatcher, management, and other departments as needed. 
• Share relevant scheduling updates and service information to support effective coordination. 
• Help ensure service operations run smoothly through proactive communication and attention to detail. 

Required Skills & Abilities 

• Experience in service dispatch, scheduling, customer service, or a related administrative role is preferred. 
• Working knowledge of Dispatch and ServiceTitan is required. 
• Strong organizational, multitasking, and time-management skills. 
• Excellent verbal and written communication skills. 
• Strong critical-thinking and problem-solving abilities. 
• Ability to adapt quickly to changing priorities and work effectively under pressure. 
• High attention to detail when managing schedules, service documentation, and invoices. 
• Ability to communicate professionally with customers, technicians, and management. 

Professional Expectations 

• After-Hours Availability: Be willing and able to provide after-hours support when needed to meet service department and customer needs. 
• Teamwork: Maintain a collaborative, team-oriented attitude and work effectively with dispatch, technicians, management, and other departments. 
• Punctuality & Attendance: Arrive on time and be prepared to begin work at the scheduled start of each shift. 
• Following Procedures: Consistently follow established company policies, procedures, and departmental processes to ensure accuracy, consistency, and efficiency. 
• Accountability & Reliability: Demonstrate dependability, take ownership of assigned responsibilities, and follow through on tasks in a timely manner. 
• Customer Service: Maintain a professional, responsive, and solutions-oriented approach to customer interactions. 

Benefits:

• 100% employer-paid employee medical insurance
• Dental and vision insurance options
• 401(k) with employer match
• Competitive hourly pay and career advancement opportunities
• Paid holidays, sick leave, and PTO from day one

Compensation:

Pay: $23 - $25 per hour