Dispatcher/Customer Service Coordinator

Horizon Services, LLC.; Havre de Grace (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Drug Coverage

Company-Paid Life Insurance

Paid Vacation

Paid Holidays

401(k) with Company Match

Job summary

Horizon Services, LLC. is seeking a Dispatcher / Customer Service Coordinator in Havre de Grace, MD to act as the communication hub between customers, technicians, and operations.

You will schedule and dispatch service professionals, manage routes, and provide outstanding customer support from 12:00 PM to 8:00 PM, Tuesday through Sunday. The ideal candidate will be organized, customer-focused, and thrive in a fast-paced environment, with 2+ years in an office or customer service role and

Qualifications

• Minimum 2 years of office or customer service experience.
• Dispatching experience preferred.
• Excellent communication and interpersonal skills.
• Strong customer service mindset with a positive attitude.

Responsibilities

• Schedule and dispatch HVAC and Plumbing Service Technicians efficiently.
• Manage technician schedules and optimize service routes.
• Answer incoming calls from existing customers and provide exceptional support.
• Accurately enter and maintain service ticket information.
• Create dispatch numbers for parts orders and service work.
• Track and follow up on parts orders to ensure timely completion.
• Schedule installation and repair appointments for ordered parts.
• Communicate effectively with customers, technicians, and internal departments.
• Resolve scheduling challenges and proactively keep operations running smoothly.
• Deliver a professional and positive customer experience on every interaction.

Skills

Customer service

Dispatching

Scheduling

Microsoft Office

Communication

Organizational skills

Problem solving

Teamwork

Tools

Dispatch software

Job description

Dispatcher / Customer Service Coordinator

Tuesday-Sunday | 12:00 PM - 8:00 PM | Career Growth | Monthly Bonus Opportunities

Who We Are

For more than 30 years, Horizon Services has been a trusted leader in plumbing, heating, and air conditioning services. Our reputation is built on exceptional customer service, technical expertise, and a commitment to our employees.

At Horizon, we believe our people are the key to our success. That's why we've created a people-first culture where employees are supported, recognized, and given opportunities to grow professionally, personally, and financially. We believe that happy employees create happy customers.

As our company continues to grow, we are seeking a highly motivated Dispatcher / Customer Service Coordinator to join our team at our Havre de Grace, MD location.

Schedule

Tuesday - Sunday | 12:00 PM - 8:00 PM

About the Role

As a Dispatcher / Customer Service Coordinator, you will play a critical role in delivering an exceptional customer experience and supporting our field technicians. This position serves as the communication hub between customers, technicians, and operations teams to ensure appointments are scheduled efficiently and customers receive timely service.

The ideal candidate is organized, customer-focused, adaptable, and able to thrive in a fast-paced environment.

What You'll Do

• Schedule and dispatch HVAC and Plumbing Service Technicians efficiently
• Manage technician schedules and optimize service routes
• Answer incoming calls from existing customers and provide exceptional customer support
• Accurately enter and maintain service ticket information
• Create dispatch numbers for parts orders and service work
• Track and follow up on parts orders to ensure timely completion
• Schedule installation and repair appointments for ordered parts
• Communicate effectively with customers, technicians, and internal departments
• Resolve scheduling challenges and think proactively to keep operations running smoothly
• Deliver a professional and positive customer experience on every interaction

Why Join Horizon?

Competitive Compensation

• Competitive base salary
• Monthly performance bonus opportunities
• Additional incentive programs
• Stable, growing organization with long-term career opportunities

Comprehensive Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Company-Paid Life Insurance
• Paid Vacation
• Paid Holidays
• 401(k) with Company Match

Career Growth & Development

• Ongoing training and support
• Opportunities for advancement within a growing organization
• Collaborative and team-oriented culture
• Positive work environment where contributions are recognized and valued

What We're Looking For

• Minimum 2 years of office or customer service experience
• Dispatching experience preferred
• Excellent communication and interpersonal skills
• Strong customer service mindset with a positive attitude
• Ability to remain calm and efficient in a fast-paced environment
• Strong organizational and multitasking abilities
• Ability to think critically and solve problems on the fly
• Strong scheduling and planning skills
• Team-oriented attitude and willingness to support others
• Professional appearance and demeanor
• Proficiency with Microsoft Office applications
• Ability to quickly learn dispatching, scheduling, and customer management software