Service Coordinator/Dispatcher

Job Title: Service Coordinator / Dispatcher

Location: Dover, NJ (In-Office Only)

Employment Type: Full-Time

Reports To: Service Manager / General Manager

Position Summary:
We are seeking a highly organized, proactive Service Coordinator / Dispatcher to work on-site at our Dover, NJ office , supporting our fast-paced residential electrical service operations throughout North and South Jersey . This role is critical for dispatching field electricians efficiently, communicating clearly with customers, and ensuring all service jobs are scheduled and tracked accurately.

The ideal candidate has prior experience in dispatching or service coordination for a trade business (electrical, HVAC, plumbing), is detail-oriented, and excels in a high-volume environment.

Key Responsibilities:

Scheduling & Dispatching:

• Assign and dispatch electricians to residential service calls throughout New Jersey based on availability, geography, and job urgency.
• Maintain and manage the dispatch board using Service Fusion or ServiceTitan software.
• Coordinate after-hours and emergency service calls, ensuring technician availability and customer communication.
• Optimize schedules and routes to reduce downtime and maximize productivity.

Customer Communication:

• Answer inbound calls, schedule appointments, and confirm availability with customers.
• Communicate technician ETAs and handle any changes or delays professionally.
• Follow up with customers post-service to ensure satisfaction and collect feedback if needed.

Coordination & Documentation:

• Generate and manage work orders and service tickets with accurate documentation of job details.
• Ensure technicians are prepared with necessary permits, materials, and job information.
• Monitor job progress and make real-time scheduling adjustments as needed.
• Collaborate with managers to prioritize high-urgency or same-day jobs.

Technician & Office Support:

• Track technician time, job completion, and documentation accuracy.
• Assist with verifying job notes, timecards, and CRM inputs for billing and job costing.
• Maintain clear communication between field and office staff to minimize errors or overlap.

Qualifications:

• 2+ years of experience in service coordination, dispatching, or office management in a residential trade business (electrical preferred).
• Proficiency with Service Fusion or ServiceTitan is required .
• Strong knowledge of New Jersey geography , especially North and South Jersey service areas.
• Exceptional organizational and communication skills.
• Ability to manage multiple priorities and remain calm under pressure.
• Proficient with Google Workspace and/or Microsoft Office.

Performance Incentives:

• Booking after-hours service calls.
• Meeting or exceeding monthly dispatch and scheduling benchmarks.
  

Work Environment:

• 100% on-site at our Dover, NJ office.
• Standard business hours, with occasional availability required for after-hours or weekend service coordination.
• Fast-paced, high-communication environment.