Dispatch Coordinator (Intake Coordinator)

Workstream; Norwalk (CT); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

401(k) with company match

Health insurance

PTO/Sick, Vacation Paid Time Off

Holidays

Professional development assistance

Job summary

SERVPRO of Stamford is seeking a Dispatch Coordinator / Intake Emergency Services Coordinator to be the first point of contact for inquiries and emergencies in Norwalk, CT. You will gather loss details, create job leads, and coordinate scheduling with Project Managers and field crews.

The role emphasizes excellent customer service, organization, and teamwork in a 24/7 emergency setting with on-site work requirements.

Qualifications

• Experience in receptionist, dispatcher, or call center roles.
• Excellent organizational, customer service, written and verbal communication skills.
• Ability to work in a fast-paced, high-call-volume office.

Responsibilities

• Answer all incoming calls professionally and empathetically.
• Serve as the first point of contact for homeowners, commercial clients, insurers, agents, and referral partners.
• Collect complete intake information including customer, property, insurance, and loss details.
• Create new job leads in WorkCenter and enter leads into DASH CRM.
• Coordinate scheduling of Project Managers and field crews.
• Communicate response expectations and appointment times to customers.
• Warm transfer calls to appropriate personnel.
• Maintain accurate electronic records and update information as received.
• Provide daily intake summaries to Operations leadership.
• Assist with general office administrative, HR, and operational support as assigned.
• Support increased call volume during storm events and emergencies.

Skills

Customer service

Organizational skills

Communication

Patience

Multitasking

Active listening

Education

High school diploma/GED

Associate degree

Tools

Microsoft Office

WorkCenter

DASH CRM

Job description

Position: Dispatch Coordinator - Intake Emergency Services Coordinator (First Point of Contact Admin)

Location: Norwalk, CT

FLSA: Full-Time, non-exempt

Pay Range: $19.00 - $21.00, Hourly Pay Range

POSITION SUMMARY

SERVPRO of Stamford is seeking an energetic, highly organized, customer-focused Dispatch Coordinator / Intake Emergency Services Coordinator (First Point of Contact) to serve as the vital initial touchpoint / first point of contact for all incoming customer inquiries, emergency service requests, and new restoration losses. This role is responsible for delivering exceptional customer experience, gathering complete loss information, creating new job leads in WorkCenter and DASH CRM, and coordinating scheduling of Project Managers and field crews.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 1. Answer all incoming calls professionally, courteously, and empathetically.
• 2. Serve as the first point of contact for homeowners, commercial clients, insurance carriers, agents, and referral partners.
• 3. Collect complete intake information including customer, property, insurance, and loss details.
• 4. Creating new job leads in WorkCenter and entering all job leads into DASH CRM accurately and immediately.
• 5. Coordinate scheduling of Project Managers and Field Crews.
• 6. Communicate response expectations and appointment times to customers.
• 7. Warm transfer calls to the appropriate personnel.
• 8. Maintain accurate electronic records and update information as received.
• 9. Provide daily intake summaries to Operations leadership.
• 10. Assist with general office administrative, HR, and operational support as assigned.
• 11. Support increased call volume during storm events and emergency situations.

CORE COMPETENCIES

• 1. Professional phone presence with exceptional customer service and empathy.
• 2. Ability to de-escalate upset or emotional customers during stressful property loss situations.
• 3. Strong decision-making skills to prioritize emergency service requests appropriately.
• 4. Ability to confidently manage multiple incoming calls while maintaining accuracy and professionalism.
• 5. Sense of urgency with outstanding responsiveness and follow-through.
• 6. Excellent active listening and communication skills.
• 7. Exceptional organization, multitasking, and attention to detail.
• 8. Ability to remain calm under pressure in a fast-paced emergency services environment.
• 9. Collaborative mindset with the ability to coordinate across Operations, Project Managers, Field Crews, and Office staff.

OTHER

• 1. Perform other administrative and operational duties as assigned by management.

QUALIFICATIONS

• 1–3 years of receptionist, switchboard, dispatcher, call center, or administrative experience.
• Strong Microsoft Office skills and ability to learn WorkCenter and DASH CRM
• Tech Savvy with the ability to learn new franchise specific software easily
• Attention to detail and problem-solving skills
• Excellent organizational, customer service, written and verbal communication skills.
• Patience and listening skills to respond appropriately and interact positively with customers
• Restoration, construction, insurance, or property management experience is a plus.
• Ability to work in a fast-paced, high-call-volume office.

EDUCATION

• High school diploma/GED; required
• Associate degree; preferred

BENEFITS:

• 401(k) with company match
• Health insurance
• PTO/Sick, Vacation Paid Time Off
• Holidays
• Professional development assistance

SCHEDULE

• Monday-Friday, 8:00 AM-5:00 PM, with overtime and participation in an after-hours dispatcher rotation as business needs require.
• You are also expected to attend all Servpro of Stamford staff meetings.

On-Call Dispatcher:

• As part of our 24-hour emergency services operation, employees are required to serve as an On-Call Dispatcher for one week per month or one week in 6 weeks, which is calendared in advance, covering after-hours shift.

Overtime Requirement:

We are a 24/7 Emergency Services business. You will occasionally be expected to work nights and weekends to assist our customers in their time of need during storms, cold weather, and other natural or man-made emergency situations.

WORKING ENVIRONMENT

Environment: This position will be in-office environment; Not Eligible for Hybrid or Remote.

Ability to commute:

• Norwalk, CT 06851:

Reliably commute or plan to relocate before starting work (Required).

Physical Demands:

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Light work that includes moving objects up to 20 pounds may be required.

Please Note:

Our office is pet-friendly, there are occasionally dogs present in and around our office!

At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service.