Service Coordinator - Dispatcher

Bassett Mechanical; Kaukauna (WI); On-site; USD 38,000 - 54,000; Full time

Job summary

Bassett Mechanical is seeking a Service Coordinator to support internal and external customers by coordinating service activities and ensuring commitments are met in a timely and efficient manner. This role develops, maintains, and adjusts service technician schedules to effectively balance workloads, optimize resource utilization, and respond to evolving customer requirements and business priorities.

This position also provides backup support to other Service Coordinators as needed to ensure

Qualifications

• Associate degree, post-secondary coursework, or equivalent combination of education and related experience preferred.
• Previous customer service experience in an office or service-oriented environment required.
• Strong customer service skills with the ability to effectively coordinate internal and external customer needs.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel; advanced Excel skills are beneficial.
• Ability to quickly learn and effectively utilize new software, systems, and technology tools to support scheduling, dispatching, and customer service processes.
• Strong attention to detail, accuracy, and follow-through.
• Excellent organizational, time management, and prioritization skills, with the ability to manage multiple responsibilities in a fast-paced environment.
• Scheduling or dispatching experience is preferred but not required.
• Ability to exercise sound judgment, adapt to changing priorities, and maintain professionalism in challenging situations.

Responsibilities

• Develop, maintain, and adjust service technician schedules to meet customer commitments and contractual obligations.
• Proactively balance preventive maintenance, project work, repair requests, and emergency service needs to maximize efficiency and responsiveness.
• Assess and prioritize service requests based on customer urgency and ensure customer information is accurate and up to date.
• Manage on-call schedules for service technicians within assigned territories.
• Maintain regular communication with supervisors, service technicians, project sales personnel, and customers regarding schedules, work progress, staffing availability, and service needs.
• Build and maintain positive working relationships with customers, vendors, coworkers, and other internal stakeholders.
• Monitor open work orders and distribute reports to support effective workload management and timely completion of service activities.
• Support service department objectives by partnering with sales and special project teams.
• Provide backup coverage for incoming front desk phone calls and support other Service Coordinators as needed to ensure uninterrupted service operations and a high level of customer service.
• Support and maintain a safe and Lean work environment.
• Other duties as assigned.

Skills

Customer service

Office coordination

Microsoft Office

Attention to detail

Time management

Education

Associate degree or equivalent

Tools

Outlook

Excel

Scheduling software

Job description

Bassett Mechanical is a 3rd generation family-owned company that provides custom-built industrial refrigeration, HVAC, plumbing, metal fabricating and preventative maintenance service solutions to customers throughout the United States and the world. It is not only a great place to grow and thrive in your career. It is a place to truly belong. As a member of the Bassett Mechanical Team, you'll enjoy a competitive compensation and benefits package and many professional growth opportunities. From the moment you're hired, to the day you retire, you're a part of our Bassett Mechanical Team.

Position Purpose

Provides support to internal and external customers by coordinating service activities and ensuring customer commitments are met in a timely and efficient manner. This role develops, maintains, and adjusts service technician schedules to effectively balance workloads, optimize resource utilization, and respond to evolving customer requirements and business priorities. Additionally, the Service Coordinator provides backup support to other Service Coordinators as needed to ensure continuity of operations.

Position Responsibilities

• Develop, maintain, and adjust service technician schedules to meet customer commitments and contractual obligations.
• Proactively balance preventive maintenance, project work, repair requests, and emergency service needs to maximize efficiency and responsiveness.
• Assess and prioritize service requests based on customer urgency and ensure customer information is accurate and up to date.
• Manage on-call schedules for service technicians within assigned territories.
• Maintain regular communication with supervisors, service technicians, project sales personnel, and customers regarding schedules, work progress, staffing availability, and service needs.
• Build and maintain positive working relationships with customers, vendors, coworkers, and other internal stakeholders.
• Monitor open work orders and distribute reports to support effective workload management and timely completion of service activities.
• Support service department objectives by partnering with sales and special project teams.
• Provide backup coverage for incoming front desk phone calls and support other Service Coordinators as needed to ensure uninterrupted service operations and a high level of customer service.
• Support and maintain a safe and Lean work environment.
• Other duties as assigned.

Summary of Skills, Knowledge and Abilities

• Associate degree, post-secondary coursework, or equivalent combination of education and related experience preferred.
• Previous customer service experience in an office or service-oriented environment required.
• Strong customer service skills with the ability to effectively coordinate internal and external customer needs.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel; advanced Excel skills are beneficial.
• Ability to quickly learn and effectively utilize new software, systems, and technology tools to support scheduling, dispatching, and customer service processes.
• Strong attention to detail, accuracy, and follow-through.
• Excellent organizational, time management, and prioritization skills, with the ability to manage multiple responsibilities in a fast-paced environment.
• Scheduling or dispatching experience is preferred but not required.
• Ability to exercise sound judgment, adapt to changing priorities, and maintain professionalism in challenging situations.

Direct Reports

• None