Out-of-State Service & Dispatch Coordinator

TSI Global Companies, LLC; Kansas City (KS); On-site; USD 45,000 - 60,000; Full time

Job summary

TSI Global Companies, LLC is seeking a Service Coordinator to manage the daily flow of service operations from intake to dispatch, parts and equipment coordination, subcontractor management, invoicing, and closeout.

This position serves as the central point of communication for customers, technicians, subcontractors, vendors, and internal teams to ensure service requests are handled promptly, accurately, and professionally.

Qualifications

• High school diploma or equivalent; additional education in business, operations, customer service, or a related field is preferred.
• Two or more years of experience in service coordination, dispatch, customer service, or a similar role is preferred.
• Strong telephone communication, customer-service, organization, and follow-through skills.

Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Gather accurate information regarding the customer’s issue, location, urgency, system type, and requested service.
• Learn to identify common service-call types and determine the most effective method for routing, scheduling, or escalating each request.
• Create, update, and maintain complete service records so technicians and internal teams have the information needed to respond effectively.
• Provide customers with timely updates and maintain clear communication from initial intake through service completion.
• Dispatch and coordinate in-state and out-of-state service calls based on customer priority, technician availability, required skill set, travel considerations, and contractual requirements.
• Coordinate with TSI technicians, Service leadership, Project Managers, customers, and other internal departments to confirm schedules and access requirements.
• Monitor open calls, follow up on outstanding work, and elevate schedule conflicts, delays, or customer-impacting issues as needed.
• Confirm that service documentation, labor entries, parts usage, and completion notes are accurate before a call is closed or submitted for invoicing.
• Identify, schedule, and coordinate qualified subcontractors for out-of-state service calls.
• Communicate the scope of work, site requirements, schedule expectations, customer contacts, documentation standards, and closeout requirements to subcontractors.
• Maintain consistent communication between subcontractors and customers before, during, and after service visits.
• Track subcontractor acceptance, arrival, progress, findings, return trips, parts needs, service reports, and completion status.
• Review subcontractor documentation and charges for completeness and accuracy and elevate scope or cost concerns before additional work is authorized.
• Develop reliable working relationships with national service partners while protecting TSI’s customer experience and service standards.
• Manage and maintain the Service Grid, including labor, parts, equipment, service status, scheduling information, and customer notes.
• Review entries for accuracy and completeness and correct missing, duplicated, or inaccurate information.
• Use the Service Grid to identify open items, required follow-up, billing readiness, parts needs, and aging service calls.
• Coordinate with Service leadership to improve data quality and ensure the grid reflects current operational status.
• Coordinate DT equipment repairs, including documenting issues, obtaining required information, packaging and shipping equipment, tracking repair status, and organizing the return of repaired items.
• Coordinate shipping for service equipment, repair items, and parts-only requests; this responsibility does not include large installation shipments unless specifically assigned.
• Process additional shipping requests as directed by management, including requests assigned by Bob or other authorized leaders.
• Maintain shipping records, tracking details, repair documentation, and communication with customers, technicians, vendors, and internal teams.
• Verify that required parts and equipment are available and routed to the correct site before scheduled service when possible.
• Provide first-level troubleshooting for customer music players and related devices.
• Process station-change requests and coordinate device cancellations.
• Document customer requests, actions taken, device details, and resolution status.
• Escalate unresolved technical or account issues to the appropriate internal resource or vendor.
• Prepare and process invoices for equipment repairs, parts-only orders, and in-state and out-of-state service work.
• Prepare installation invoices only when specifically requested.
• Verify labor, parts, freight, subcontractor costs, service documentation, purchase orders, and customer billing requirements before invoicing.
• Resolve incomplete or inconsistent billing information by coordinating with technicians, subcontractors, Project Managers, Accounting, and Service leadership.
• Maintain organized records supporting service completion, invoice accuracy, and customer inquiries.
• Respond to customer requests for headset equipment and related products.
• Prepare or coordinate pricing, confirm product requirements and availability, and support order fulfillment.
• Maintain accurate documentation of customer requests, quoted equipment, orders, shipping, and invoicing.

Skills

Customer service

Communication

Organization

Time management

Problem solving

Escalation judgment

Education

High school diploma

Business/Operations background

Tools

Microsoft Office

ERP systems

Shipping software

Job description

TSI Global Companies, LLC is seeking a Service Coordinator to manage the daily flow of service operations from intake to dispatch, parts and equipment coordination, subcontractor management, invoicing, and closeout.

This position serves as the central point of communication for customers, technicians, subcontractors, vendors, and internal teams to ensure service requests are handled promptly, accurately, and professionally.