Service Dispatcher

Department: Operations Close Date: 07/28/2030 Full Time Pennsauken Township, New Jersey, United States -

Description

Lor-Mar is a building systems solutions firm providing design and installation of HVAC, plumbing, and controls systems throughout the Philadelphia tri-state area. Lor-Mar provides construction (renovation and retrofit), service, and integrated controls solutions and is a valued partner to building owners and tenants in the commercial, industrial, and institutional end‑market, general contractors, contract managers and energy service companies.

We are seeking a Service Dispatcher to maintain work schedules for, and dispatches, all field service personnel to ensure that customer commitments are met. S/he receives service requests from both customers and internal employees, and continually adjusts schedules and resources to close out requests with successful resolution.

• Maintains a schedule in the system for each field rep that reflects current and future assignments.
• Continually rearranges schedules and dispatches field reps as new requests are received.
• Dispatches field reps to satisfy the needs of a call, based on the skills required and the nature, location, and urgency of the call, while simultaneously maintaining cost effectiveness and customer satisfaction.
• Understands all service products offered by the Company, and maintains a working knowledge of what is covered under each type of maintenance contract offered by the Company.
• Ensures all service reports are received in time to be processed according to established policies.
• Audits service reports to verify billable work and confirm that work performed under fixed price contracts is coded correctly, based on an analysis of customer contracts.
• Completes the payroll audit of service reports and forwards to payroll for further processing, per policy.
• Informs customers of any changes to committed schedules in a timely, professional manner.
• Escalates any problematic customer or field rep issues to management for resolution.
• Purchases and expedites materials, equipment, and parts in an expeditious, cost effective manner.
• Establishes and grows positive working relationships with co‑workers, customers, and vendors alike.
• Maintains a working knowledge of the geographical layout of the service area, in order to make logical decisions regarding the deployment of field reps.
• Performs other duties as assigned to support the goals of the department and ensure efficient operations.

• High school diploma or equivalent.
• 2-5 years of customer service call handling experience.
• Ability to prioritize and multi‑task in a fast‑paced environment with limited supervision.
• Must be well‑organized, analytical, and attentive to detail.
• Strong decision making, interpersonal, and communication skills.
• College degree in a related field is preferred.