Dynamic Service Intake Specialist

Pro Serv Food Equipment; Charlotte (NC); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Donation matching

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

Pro-Serv Facility Solutions in New Bern, NC seeks a Service Intake Coordinator to manage incoming service requests, gather details, and create accurate work orders for dispatch. This role is critical to keep operations fast-paced and accurate in a busy service environment.

Ideal candidates are highly organized, with excellent phone skills and the ability to handle multiple requests with precision. Growth opportunities exist in a company committed to advancement and teamwork.

Qualifications

• Excellent phone and customer-service skills.
• Highly organized and detail-oriented.
• Able to manage phones, emails and multiple requests.
• Thrive in a fast-paced environment.
• Clear, professional communication.
• Typing quickly and accurately.
• Comfortable learning new software.
• Follows established processes consistently.
• Knows when something is urgent and needs attention.
• Takes ownership and works well in a team.
• Calm under stress.
• Previous dispatch/customer service experience in HVAC/refrigeration/restaurant equipment is a plus.

Responsibilities

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts and authorization information.
• Identify emergency and priority service requests per procedures.
• Check for existing/open work orders to prevent duplicates.
• Review customer notes and special service requirements.
• Attach emails, photos, POs and docs to work orders.
• Route service requests to the correct dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm requests received.
• Assist customers with basic service questions and status.
• Maintain accurate call notes and documentation.
• Keep the intake queue clean and organized.
• Collaborate with Dispatch, Account Management, Field Operations, Estimating and Billing.

Skills

Phone skills

Customer service

Organization

Attention to detail

Fast-paced

Communication

Typing speed

Software learning

Process compliance

Urgent judgement

Ownership

Team player

Calm under pressure

Tools

Dispatch system

CRM software

Job description

Pro-Serv Facility Solutions in New Bern, NC seeks a Service Intake Coordinator to manage incoming service requests, gather details, and create accurate work orders for dispatch. This role is critical to keep operations fast-paced and accurate in a busy service environment.

Ideal candidates are highly organized, with excellent phone skills and the ability to handle multiple requests with precision. Growth opportunities exist in a company committed to advancement and teamwork.