Service Coordinator/ CSR Dispatch
Located in Jamestown, NY
Salary: BOE
Express Employment is seeking a highly organized, detail-oriented Service Coordinator to serve as the central point of communication between customers and field technicians for a Jamestown client. This position plays a critical role in ensuring our customers receive prompt, professional service and that our daily operations run efficiently.
As the first point of contact for many customers, this individual represents our company and must be professional, reliable, and committed to providing excellent service.
This is not just an office position — it is a key operational role that directly impacts customer satisfaction, technician efficiency, and company success.
Position Overview
The Service Coordinator is responsible for managing incoming customer inquiries, scheduling service calls, dispatching technicians efficiently, and ensuring that every lead and customer request is handled promptly.
Speed, organization, and attention to detail are essential. No customer inquiry can be missed. The ideal candidate understands urgency, communicates clearly, and takes pride in keeping operations running smoothly.
Key Responsibilities
Customer Communication
- Answer incoming phone calls professionally and courteously
- Speak clearly, confidently, and professionally with customers
- Book service calls and schedule appointments accurately
- Communicate with customers who may be upset, stressed, or dealing with urgent situations
- Provide reassurance and maintain a calm, professional demeanor at all times
Lead Management & Speed to Lead
- Monitor and respond to all incoming leads from:
- Phone calls and voicemails
- Text messages
- Google inquiries
- Social media messages
- Website submissions
- Company CRM
- Ensure no lead is missed under any circumstance
- Respond quickly to new leads — this is a critical part of the role (“Speed to Lead”)
Scheduling & Dispatching
- Schedule jobs efficiently based on priority and urgency
- Recognize which jobs require immediate attention
- Dispatch technicians appropriately based on skill set and availability
- Schedule jobs efficiently in a geographic sense to reduce travel time and maximize productivity
- Continuously monitor and adjust the schedule as needed throughout the day
Organization & Administrative Support
- Maintain accurate and detailed customer records
- Ensure all job information is entered correctly
- Confirm upcoming appointments
- Support daily office and operational coordination
Qualifications
The ideal candidate will be:
- Extremely detail-oriented
- Highly organized
- Punctual and reliable
- Comfortable working in a fast-paced environment
- Able to multitask and manage competing priorities
- Professional and confident on the phone
- Friendly, courteous, and respectful with customers
- Able to quickly recognize urgent situations and prioritize appropriately
- Comfortable using computers and software systems
Experience in plumbing, HVAC, construction, or service dispatching is preferred but not required.
What We're Looking For
This role is ideal for someone who:
- Takes pride in staying organized
- Enjoys helping people
- Communicates clearly and professionally
- Works efficiently without constant supervision
- Understands the importance of responsiveness and urgency
Wants to be part of a growing, professional company
Six Ways To Apply: (choose one)
Benefits of working with Express:
- Holiday pay
- Medical benefits
- 401K
- Training
- Scholarship opportunities
About Express Employment Professionals:
Express Employment Professionals specializes in a variety of industries, including Commercial/Manufacturing, Warehousing, Skilled Trades, Administrative, Human Resources, Accounting, Sales and Marketing and more. We are able to fill these needs through direct hire, contract-to-hire and contract opportunities. There is no fee to candidates for our service; we are a Human Resources Solution company assisting business in finding top talent. In 2024 we put over 5000 people to work in Chautauqua and surrounding Counties. Let us help you today! Learn more about our local office at our website: www.expresspros.com/jamestownny
For a complete listing of all open positions, visit www.expresspros.com/JamestownNY/Job-Openings.aspx
Jamestown Office:
17 East Fourth St
Jamestown, NY 14701
Fredonia Office:
33 Church St 3rd Floor
Fredonia, NY 14063
Express Office: Fredonia
33 Church Street
3rd Floor
Fredonia, NY 14063
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