Benefits:
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
Skills/Physical Demands/CompetenciesThis 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.
Compensation: $22.00 - $27.00 per hour
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
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.
Our vision at Servpro Industries, LLC is to be the premier cleaning and restoration company in the world. So when disaster strikes, homeowners, businesses and insurance providers will rely on us to respond with unparalleled service excellence. As a nation's leading fire and water cleanup and restoration company with more than 2,000 franchises nationwide, we are growing rapidly creating exciting opportunities for "A Level" talent at our Corporate headquarters in Gallatin, TN.
As a valued Servpro Industries, LLC employee, you'll be part of a stable, growing company offering state-of-the-art customer service and products throughout the United States and an excellent working environment for its employees. The top qualified candidate will receive an attractive salary and competitive benefits.
Do you love a challenge? Are you motivated to help people succeed? Do you have a dream? Do you want to form relationships with quality people? Do you just love the color green? Servpro Industries, LLC may just be for you.
Servpro Industries, LLC is an Equal Opportunity Employer M/F/D/V.
