Service Dispatcher​/Administrative Assistant

Service Dispatcher/ Administrative Assistant Job Overview

We are seeking an organized and efficient Service Dispatcher to join our appliance service company. The ideal candidate will manage the scheduling and workflow of our service technicians, ensuring timely and effective service calls. You will be the first point of contact for customers and must have excellent communication skills, including the ability to de‑escalate difficult situations. The Service Dispatcher will also handle administrative tasks related to customer payments, service tickets, and warranties.

• 401(k) matching
• Competitive salary
• Free uniforms
• Paid time off

• Customer Communication:
  • Answer incoming phone calls and schedule service appointments efficiently.
  • Manage customer expectations regarding service call timing, technician arrival, and service scope.
  • Address and resolve customer concerns or complaints, ensuring satisfaction.
• Technician Scheduling & Management:
  • Assign service calls to technicians based on location, skill set, and job complexity.
  • Monitor technician locations and availability to optimize scheduling and minimize delays.
  • Adjust schedules in real time to accommodate emergencies, cancellations, or additional service needs.
• Service Coordination:
  • Track the type of service calls to ensure proper time allocation and resources.
  • Ensure technicians have correct information and resources, including customer history and job requirements.
• Administrative Duties:
  • Process completed service tickets, ensuring accuracy and proper filing of documentation.
  • Handle out‑of‑warranty service calls and apply proper billing codes.
  • Process customer payments via credit cards, checks, and cash transactions.
• Conflict Resolution:
  • Handle escalated or difficult calls professionally, working to resolve issues while maintaining a calm demeanor.
  • De‑escalate tense situations with customers, offering solutions to resolve concerns.
• Reporting & Recordkeeping:
  • Enter completed service tickets into the company’s database.
  • Keep accurate records of technician hours, completed jobs, and customer payments.
  • File paperwork and maintain organized records for future reference.

• Prior experience as a dispatcher, customer service representative, or administrative assistant in a service‑based industry (preferred).
• Strong organizational and multitasking abilities.
• Excellent communication and customer service skills.
• Ability to work in a fast‑paced environment and adapt to changing priorities.
• Basic proficiency in computer programs (e.g., Microsoft Office, scheduling software).
• Ability to de‑escalate customer complaints and provide appropriate solutions.

• High school diploma or equivalent.
• Familiarity with basic appliance terminology or willingness to learn.
• Strong attention to detail and accuracy.

Monday–Friday, 8 am – 5 pm

Competitive salary, commensurate with experience.

Not Applicable

Full‑time

Other

Consumer Services