Service Coordinator – Dispatch & Customer Support

Compensation: $25.00 $30.00 per hour (Commensurate with customer service & dispatch experience) Overtime Performance Bonus

Employment Type: Full-Time Monday Friday (Day Shift)

Benefits: Comprehensive Medical Dental Vision 401(k) with Company Match Paid Time Off (PTO) Paid Holidays and Branch Bonus Program

Are you a natural communicator who loves talking to people solving problems on the fly and keeping field teams organized and moving

We are partnering with an established fast-growing commercial and residential overhead door systems provider in Fond du Lac Wisconsin. We are seeking an energetic dependable Service Coordinator to serve as the voice and organizational hub of our local branch operations.

In this seat you are the primary point of contact for commercial facilities plant managers and homeowners when they need urgent repairs or scheduled door installations. You dont just answer phonesyou listen closely identify the customers mechanical issue build trust and seamlessly schedule our field technicians to get the job done.

Note: This is strictly an operational and customer-focused position. Our office already has a dedicated financial administrator managing our accounting invoicing and bookkeeping. Your entire focus will be on customer care phone management work order booking and technician coordination.

• Competitive Hourly Pay Overtime ($25.00 $35.00/hr): Solid dependable hourly pay with 1.5x overtime pay after 40 hours plus a performance-based bonus plan.

• No Bookkeeping or Financial Burden: Spend zero time on accounting ledger reconciliation or payroll. You focus 100% on people phone engagement and operational scheduling.

• Tight-Knit High-Trust Office Culture: Work alongside a collaborative supportive branch team with zero corporate bureaucracy and leadership that values your input.

• Predictable Day-Shift Schedule: Full-time Monday through Friday daytime hours. No weekend shifts or late-night schedules.

• Full Benefits Package: Health dental and vision insurance 401(k) retirement plan with company match generous PTO and paid company holidays.

• Customer Intake & Call Conversion: Answer inbound service and installation inquiries with a warm professional and confident phone presence. Diagnose customer urgency explain service offerings and convert incoming inquiries into booked service appointments.

• Field Service Scheduling & Dispatch: Coordinate daily routes and job schedules for service technicians across Fond du Lac and surrounding territories ensuring prompt arrival times and efficient route density.

• Work Order Administration: Create update and manage service work orders in the company CRM/dispatch software capturing accurate opening details hardware symptoms and customer contact information.

• Technician & Field Support: Act as the primary branch communication link for field crewsrelaying updated job notes gate access codes parts availability and urgent schedule changes.

• Customer Follow-Up & Communication: Keep commercial facility managers and homeowners informed on technician ETAs return trips part arrival timelines and completed repairs.

• Light Project & Installation Coordination: Assist the operations team with staging commercial door deliveries verifying installation dates and ensuring jobs move smoothly from intake to completion.

• 2 Years of Customer Service Dispatch or Administrative Experience: Background in customer service call handling service dispatching or operations coordination.

  • Great crossover backgrounds include: Home services (HVAC plumbing roofing electrical garage doors) automotive service writing/dealerships logistics dispatch commercial building supply or fast-paced medical/dental scheduling desks.

• Exceptional Phone Presence & Communication: Articulate patient and empathetic. You enjoy talking to customers de-escalating stressful situations and clearly communicating technical information.

• Consultative Problem Solver: Ability to listen actively ask clarifying questions about a mechanical issue (e.g. broken spring off-track door malfunctioning motor) and match the customer with the appropriate service tier.

• Computer & Software Aptitude: Comfortable managing multiple phone lines scheduling calendars and navigating dispatch/CRM software (e.g. ServiceTitan FieldEdge QuickBooks/scheduling tools or MS Office/Google Workspace).

• High Dependability: Punctual organized and thrive in an active front-office environment where no two days are the same.

• Location: Daily commute to the office in Fond du Lac WI.