Professional Services Dispatcher Weekends (51034)

Garland Commercial Ranges; Cleveland (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive wage

Healthcare

401(k) savings plan

Wellness

Health plans

EAP

Training

Tuition

Holiday pay

Employee discounts

PTO

On-the-job training

Life Insurance

Leave

Events

Job summary

Garland Commercial Ranges is seeking a Service Coordinator to act as the central contact for customer inquiries and dispatch management. You will handle calls, create dispatches, coordinate service calls, and follow up with customers and FAS to resolve issues within SLA targets.

The ideal candidate has experience in customer service or service coordination, familiarity with Salesforce, and strong communication skills.

Qualifications

• Experience in customer service or service coordination roles.
• Knowledge of service dispatching and coordination processes.
• Familiarity with Salesforce or similar CRM software is a plus.
• Strong communication skills, both verbal and written, with a focus on customer satisfaction.
• Basic technical troubleshooting skills or willingness to learn.
• Strong organizational skills with ability to manage multiple tasks.
• Ability to work collaboratively with internal teams and external partners (FAS).
• Proactive and solution-oriented approach to problem-solving.
• Must be located in Central or Eastern time zone.

Responsibilities

• Answer Customer Support Line: Handle incoming inquiries via phone with prompt, professional assistance.
• Dispatch Service Calls and close within 1–2 days depending on priority.
• Follow Up with Customers to ensure satisfaction and provide status updates.
• Coordinate with FAS in the designated region to ensure smooth service operations.
• Reassign FAS to different calls or regions as needed for efficiency.
• Update Customer Account Info in the system for accurate tracking.
• Maintain Relationship with FAS to enhance service delivery.
• Knowledge of Warranty Processes and provide updates to customers/FAS.
• Provide Basic Troubleshooting support before dispatching service.
• Update Notes in Salesforce in a timely manner for tracking.
• Email Monitoring and Reply: respond to inquiries with helpfulness.
• Time management to stay in phone queue during working hours.
• Align with Company Core Values in daily work.

Skills

Customer service

Service coordination

Communication

Troubleshooting

Organizational skills

Team collaboration

Time zone requirement

Problem solving

Tools

Salesforce

Job description

Schedule: Friday - Monday 12:30 PM - 11:00 PM EST

We are Garland! We design, manufacture and supply best-in-class commercial ovens, ranges, grills and countertop cooking equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.

Where tech meets taste—join the team keeping food service running flawlessly!

The Service Coordinator will be the central point of contact for customer service inquiries and service dispatch management. The ideal candidate will be responsible for handling customer support calls, creating dispatches, coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues with an overall average goal of <16 business hours to close out non-emergency calls. Emergency calls should be closed out in <8 business hours. This individual will also provide basic troubleshooting support and manage customer information in Salesforce.

Schedule: Monday - Friday 8:00 AM - 5:00 PM EST

Essential Duties And Responsibilities

• Answer Customer Support Line: Handle incoming customer service inquiries via phone, providing prompt and professional assistance.
• Dispatch Service Calls (Priority and Close Within 1-2 Days depending on priority): Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within 1-2 days.
• Follow Up with Customers: Ensure timely follow-up with customers to ensure satisfaction and keep them updated on service status.
• Follow Up with FAS (In Assigned Region): Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Reassign FAS if Needed: Reassign FAS to different service calls or regions when necessary to ensure optimal service levels and efficiency.
• Update Customer Account Info: Maintain and update customer account details in the system to ensure accurate and current information for service tracking.
• Maintain Relationship with FAS: Cultivate positive relationships with FAS to enhance service delivery and communication.
• Knowledge of Warranty Processes
• A background in handling warranty information and policies is essential to making decision to dispatch a service call.
• Provide Warranty Status Updates to Customers & FAS: Use Salesforce to update and communicate warranty statuses to customers and FAS in a timely manner.
• Basic Troubleshooting Support: Provide initial troubleshooting support to customers before dispatching service, resolving basic issues when possible.
• Update Notes in a Timely Manner: Ensure service call and customer account notes are consistently updated in Salesforce for accurate tracking and reporting.
• Email Monitoring and Reply: Monitor and respond to customer service inquiries via email, providing helpful and timely responses.
• Manage time effectively to focus on remaining in the phone queue and available during working hours
• Consistently operate in a manner that aligns with the Company Core Values

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified

Qualifications

• Experience in customer service, preferably within service coordination or support roles.
• Knowledge of service dispatching and coordination processes.
• Familiarity with Salesforce or similar CRM software is a plus.
• Strong communication skills, both verbal and written, with a focus on customer satisfaction.
• Basic technical troubleshooting skills or a willingness to learn.
• Strong organizational skills with the ability to manage multiple tasks efficiently.
• Ability to work collaboratively with internal teams and external partners (FAS).
• Proactive and solution-oriented approach to problem-solving.
• Must be located in Central or Eastern time zone

Our Benefits

We believe that our people are one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…

For more company information, visit www.garland-group.com

Cleveland Range, LLC. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.

#Garland