Customer Service / Dispatcher (Partial

Starrcohawaii; Honolulu (HI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401k with matching contribution

Paid time off

Paid holidays

Partial remote after training

Job summary

23rd Group is seeking a Customer Service / Dispatcher to support facilities management across multiple sites. The role emphasizes client relations, proactive communication, and efficient dispatch of technicians to meet service level agreements.

The position offers a partially remote work arrangement after training, with focus on organization, data handling, and cross-functional collaboration to ensure timely completion of work orders.

Qualifications

• 2–4 years of account management or customer-service experience in logistics, facilities maintenance, or related fields.
• Ability to manage high-volume communications and document data in a system.
• Strong written and verbal communication; professional business writing skills.

Responsibilities

• Process client requests for facility services per department policies.
• Communicate with clients and service locations to meet lifecycle requirements.
• Ensure all work aligns with client SLAs and scopes; prepare quotes and pricing.
• Coordinate dispatch, scheduling, and status updates with technicians and vendors.
• Follow up to confirm completion and handle escalations professionally.
• Maintain client relationships and partner with internal departments on closeouts.

Skills

Customer service

Account management

Dispatching

Vendor relations

Excel

Communication

Tools

Excel

PowerPoint

Job description

Customer Service / Dispatcher (Partial Work From Home)

Description:

We are currently seeking an experienced Facilities Account Manager to join our growing operations team. The successful candidate will have a client-focused approach with experience in facilities maintenance, facilities management, construction trades, or logistics, a demonstrated ability to build relationships with our clients and vendors, and strong organizational management skills.

Responsibilities

• Process client requests for facility services according to established department policies and procedures.
• Provide effective and proactive communication with assigned clients and associated service locations to ensure expectations and requirements are met throughout the life cycle of the work order.
• Ensure all work is completed within the client's service level agreements.
• Develop and communicate scopes, quotes, and pricing for new work orders to the client.
• Proactively and consistently communicate with clients regarding work order status and updates, quotes and pricing, and addressing any issues that arise.
• Coordinate and manage all communication with contracted technicians relating to the work order – including dispatch, scheduling, scope expectations, and completion status.
• Confirm satisfactory completion of service calls on behalf of the client and the Company.
• Handle emergency requests and client escalations in a professional, customer-service focused manner.
• Create, maintain, and manage strong professional relationships with vendors and technicians servicing our clients.
• Manage the relationship with the client and all parties involved in the work order life cycle.
• Follow all Company-implemented processes, procedures, and models as it relates to work order management, documentation, follow up, and close out.
• Partner with our internal accounting department in closing out completed jobs and handling any pricing disputes.
• Ensure good working relationship with all internal departments – accounting, vendor relations, recruitment , and projects.
• Ensure consistent client communication regarding status of projects, proposals, performance times, follow-ups and outside of the box alternative solutions.

Qualifications

• 2 to 4 years of account management and/or customer-service focused experience in a logistics, facilities maintenance, facilities management, general trade, or similar type of work environment.
• Experience in managing high-volume accounts in a fast-paced environment.
• Comfortable with processing a large volume of communication (phone calls, emails) and inputting that data into a management system.
• Thrives in a customer-service oriented environment.
• High level of business acumen - professional business writing and communication skills, flexible and adaptable to change, and maintains an entrepreneurial mindset.
• Well-developed time management and organizational skills.
• Excels at coordination and communication, creative problem solving, time management, organization, and a client-focused service mentality.
• Demonstrated ability to negotiate with technicians and subcontractors, while still maintaining an effective working relationship.
• Excellent PC skills (Excel, Word, PowerPoint, Internet)
• Strong verbal and written communication skills, required.

Benefits

• Partially remote role after completed training.
• Competitive compensation plan that includes medical, dental, and vision benefits, 401k plan with matching contribution, paid time off, and paid holidays.
• Opportunity to gain national account management exposure through the clients we serve.
• Ability to grow within one of Inc. 5000's fastest growing private companies.

Company Description

Inc. 5000 list the fastest growing privately-held companies in the US. 23rd Group has been recognized on the Inc 5000 list for the 3rd consecutive year. 23rd Group is an innovative company offering a full range of construction and facility management services to enable multi-site companies manage diverse real estate portfolios. We uniquely tailor our services to meet the evolving challenges associated with building, expanding and maintaining national facilities. Our teams in vendor management, sourcing, dispatch management, maintenance repairs & service, and construction management leverage their relationships with more than 3,000 service providers and contractors to serve over 12,000 customer locations in retail, restaurants, medical, banking, petroleum, and other commercial sectors.