DISPATCHER

Service Coordinator / DispatcherAbout the Role

Axis Water Technologies is seeking a highly organized and customer-focused Service Coordinator / Dispatcher to oversee daily service operations and support our field technicians. This role serves as the central point of communication between customers, technicians, management, and vendors to ensure service requests are handled efficiently and appointments are scheduled and completed on time.

The Service Coordinator / Dispatcher is responsible for managing technician schedules, coordinating residential and commercial service routes, handling incoming and outgoing customer communications, monitoring salt delivery routes, and following up on parts and service-related requests. Success in this role requires strong multitasking abilities, attention to detail, excellent communication skills, and the ability to thrive in a fast-paced environment.

Minimum Qualifications

• High school diploma or equivalent.
• 2+ years of experience in dispatching, service coordination, scheduling, customer service, or administrative support.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and adapt to changing schedules.
• Professional and customer-focused demeanor.

Preferred Qualifications

• Experience in the water treatment, home services, HVAC, plumbing, or related service industry.
• Experience coordinating field service technicians.
• Knowledge of route planning and scheduling best practices.
• Familiarity with CRM, dispatching, or service management software.
• Associate degree in Business Administration, Operations, or a related field.

Key Responsibilities

• Receive and process incoming service requests from residential and commercial customers.
• Schedule and coordinate service appointments for technicians.
• Manage and maintain daily technician schedules to maximize efficiency and customer satisfaction.
• Coordinate commercial and residential service routes.
• Manage and coordinate salt delivery routes and schedules.
• Make outbound calls to customers for appointment confirmations, scheduling updates, and follow-up communication.
• Serve as the primary communication link between customers, technicians, service management, and vendors.
• Track and follow up on parts orders and requests needed to complete service work.
• Monitor appointment status and adjust schedules as necessary to accommodate emergencies or changing priorities.
• Maintain accurate service records, customer information, and scheduling documentation.
• Assist the General Manager and Service Manager with operational coordination and service-related administrative tasks.
• Respond promptly to customer inquiries and resolve scheduling issues professionally.

Required Skills

• Strong dispatching and scheduling capabilities.
• Excellent customer service and communication skills.
• Ability to prioritize tasks and manage multiple schedules simultaneously.
• Strong attention to detail and follow-through.
• Problem-solving and critical-thinking abilities.
• Route planning and logistics coordination.
• Proficiency with computers, scheduling systems, and Microsoft Office applications.
• Ability to work independently while collaborating effectively with team members.
• Strong organizational and record-keeping skills.

What Success Looks Like

• Service appointments are scheduled accurately and efficiently.
• Technicians have optimized daily schedules and routes.
• Customer inquiries and requests are handled promptly and professionally.
• Salt delivery and service routes are completed on schedule.
• Parts requests are tracked and followed through to completion.
• Communication between customers, technicians, and management remains clear and effective.