Service Billing and Dispatch Lead

POLK; Grand Prairie (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

POLK is seeking a Service Billing and Dispatch Lead to deliver white-glove service and to lead billing and dispatch for our service technicians across a fast-paced environment. The role emphasizes ownership, accuracy, and proactive communication with customers and field teams.

The ideal candidate will manage multiple lines, coach dispatch staff, and partner with operations to optimize revenue and service levels in a growing Dallas/Fort Worth area organization.

Qualifications

• Strong communication skills and a sharp eye for detail.
• Experience with accounting software.
• Multi-location: office-based role supporting a large, distributed field workforce.

Responsibilities

• Lead the day-to-day billing and dispatch function, ensuring accurate, timely coordination between customers, technicians, and the service office.
• Manage multiple phone lines and email inboxes promptly and professionally.
• Manage Dispatch and Billing team members for training, growth and feedback/coaching opportunities.
• Address issues as they arise, partnering with management and the operations team to meet or exceed customer expectations.
• Proactively track and resolve customer needs, consulting directly with customers on questions or issues.

Skills

Communication

Detail oriented

Accounting software

Call center experience

Job description

DFW
Main Office
2425 Dillard Street
Grand Prairie, TX 75051, USA

Are you looking for a fast-paced team environment? Would you like a dynamic role that lets you work across varied projects and with varied people? Our Service team is seeking a Service Billing and Dispatch Lead to provide white-glove service to our customers and to lead the coordination and support of our service technician team.

If you're a multi-hat-wearing, detail-focused, problem-solving collaborator who's ready to take ownership of the billing and dispatch function, we want to hear from you.

Polk Mechanical Company is expanding across DFW and Houston, built on a reputation for high performance and outstanding service. Now 16 years old, the company continues to set new milestones — and as we grow, we're raising the bar for our team.

Key Responsibilities

• Lead the day-to-day billing and dispatch function, ensuring accurate, timely coordination between customers, technicians, and the service office
• Manage multiple phone lines and email inboxes promptly and professionally
• Manage Dispatch and Billing team members for training, growth and feedback/coaching opportunities
• Address issues as they arise, partnering with management and the operations team to meet or exceed customer expectations
• Proactively track and resolve customer needs, consulting directly with customers on questions or issues
• Identify and evaluate special tracking needs or requirements for each job and customer
• Keep dispatch software updated in real time throughout the day, ensuring accurate data entry for equipment tracking and invoice accuracy
• Apply strong time-management skills to perform effectively under pressure in a fast-paced environment
• Build and maintain positive relationships with service technicians and customers to strengthen retention, improve on-time response rates, and deliver top-tier customer service
• Maintain confidentiality of pricing and customer rate information in accordance with company policy
• Partner with the broader Operations Team to address operational issues and opportunities in support of revenue and efficiency goals
• Contribute to key decisions related to customer service
• Recommend improvements to management on operations, safety, scope of services, technology, or any other area that supports company growth and success

Requirements

• Strong communication skills and a sharp eye for detail
• Experience working with accounting software
• Multi-location: office-based role supporting a large, distributed field workforce
• Pace: fast-moving, with shifting priorities, changing client needs, and project specifications requiring quick turnaround
• Diversity: a workforce spanning a wide range of ethnicities, cultures, roles, socio-economic backgrounds, and geographic areas — both white- and blue-collar

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods
• Occasional travel to job sites or office locations
• Ability to manage multiple systems and digital tools

Work Environment

• Office environment
• Fast-paced, deadline-driven service environment
• Occasional interaction with field teams and job sites

Disclaimer

This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Management reserves the right to modify duties as necessary.

Qualifications

Skills

Behaviors

Preferred

Team Player

Works well as a member of a group

Leader

Inspires teammates to follow them

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Education

Experience

Required

7 years

In your career, how many years of customer service experience have you gained, in a call center (multiple phone line) environment?

5 years

How many years of billing and dispatch experience do you have in your career?

Preferred

Do you have any experience working in the Commercial Construction Industry, mainly, on the service side of the business?

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.