Service Coordinator/Dispatcher

Monona Plumbing & Fire Protection; Madison (WI); On-site; USD 30,307 - 38,572; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

401(k) with Employer Matching

Paid Holidays

PTO Policy

Job summary

A local plumbing and fire protection service in Madison, WI is seeking a Service Coordinator/Dispatcher to handle technician scheduling and customer service interactions. This on-site position requires excellent organizational skills and previous dispatching experience, preferably in the construction industry. The ideal candidate will have strong communication abilities and a customer-oriented attitude. Offering a competitive pay range of $22-$28/hr, this role supports both plumbing and fire protection teams while maintaining high standards of customer satisfaction.

Qualifications

• Previous dispatching or scheduling experience, ideally in construction.
• Strong communication skills with customers and technicians.
• Ability to multitask and stay organized during high-pressure situations.

Responsibilities

• Coordinate technician schedules and manage logistics for service calls.
• Respond to incoming service requests and enter details into the system.
• Maintain customer relationships through proactive scheduling and follow-ups.

Skills

Exceptional customer service skills

Effective problem solving

Ability to work under stress

Organizational skills

Attention to detail

Tools

Scheduling software

Job description

Monona Plumbing & Fire Protection is looking for a Service Coordinator/Dispatcher for our Plumbing Service Division!

At Monona Plumbing & Fire Protection, our mission is to consistently deliver exceptional experiences to our customers and build lasting relationships along the way. As a Service Coordinator/Dispatcher, you play a vital role in making that happen by keeping our service and project operations organized, efficient, and responsive.

In this dynamic role, you'll support both our plumbing and fire protection teams—coordinating technician schedules, assisting with billing and collections, helping manage project logistics, and assisting with dispatching service calls. You’ll also take a proactive approach in maintaining customer relationships by scheduling preventative maintenance, inspections, and follow‑up service. Your attention to detail, critical thinking, and ability to stay calm under pressure will directly impact the success of our team and the satisfaction of our customers.

This is a great opportunity for someone who thrives on variety, enjoys problem solving, and is looking to grow into broader roles within our administrative or project management teams.

Responsibilities

• Communicate effectively with customers, technicians, and internal teams to coordinate service and resolve issues
• Track and manage parts on order; schedule return visits as needed
• Schedule preventative maintenance, inspections, and follow‑up service work; maintain related service files
• Answer and respond to incoming service calls and requests; open and enter work orders and necessary details into the system
• Schedule and dispatch service technicians based on workload, skillset, and customer needs; assist with project scheduling and logistics
• Support after‑hours service by following up with technicians and entering applicable work orders
• Enter third‑party service requests and process purchase orders
• Assist with billing for Plumbing Service & Fire Protection and make collection calls as needed
• Serve as backup to primary dispatcher and provide general administrative support to the team

Knowledge, Skills, And Experience

• Previous dispatching or schedule coordinating experience; experience in the construction industry preferred
• Exceptional customer service skills
• Ability to communicate with customers, technicians, and other internal stakeholders clearly and efficiently
• Geographical knowledge of service area or map reading skills to efficiently route technicians from call to call
• Exhibit a positive, can‑do attitude when working with customers, project managers, and technicians
• Ability to proactively organize, plan out, and schedule to ensure productivity and efficiency
• Ability to work under stress and remain calm during rapidly changing circumstances
• Ability to multi‑task with different, and sometimes conflicting, events happening at the same time
• Knowledge of computers and software for scheduling and other dispatching duties
• Ability to think on your feet and adjust to changing circumstances
• Effective problem solving and critical thinking ability to develop solutions to any problems that arise
• Strong attention to detail
• Ability to thrive in a fast‑paced work environment
• Strong team player

Other Requirements

• Ability to sit at a computer and manage phone‑based tasks for extended periods
• Availability to work 100% onsite from 7:00 a.m. to 4:00 p.m., Monday through Friday

Pay Range – Full‑time $22‑$28/hr, dependent on experience – eligible for overtime

Text to Apply! Text "SERVICE" to 608-602-4010 to apply for this position.

Why work for MPFP?

Monona looks for employees who live their life, love their work, are personally accountable and go beyond what is required. Everything we do, and the way in which we do it, is aligned with our core values. Quality craftsmanship, customer service, and safety are at the core of who we are.

Working hard and having fun is at the core of who we are. We strive to create an environment in which hard work and flexibility go hand in hand.

We value our customers and team members and do not take them for granted. We work cooperatively and respectfully and exercise a willingness to be helpful and supportive.

We follow through on our commitments and deliver on our promises. We take responsibility for our actions and mistakes.

We act with integrity and focus on being honest, fair, and ethical. Quality craftsmanship, customer service, and safety are integral to who we are and how we accomplish our work.

We believe in honesty and treating people fairly and with respect. We listen to our employees, customers, business partners, and the community.

We are one team; our success is collective, not individual. We are quietly confident and let our actions speak louder than our words.

What We Offer

Health & Wellness

• Health Insurance with Group Health Cooperative (GHC), Dental & Vision
• Employer‑Paid Life Insurance
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Voluntary insurance options, such as short term disability, long term disability, critical illness, voluntary accident

Financial Stability

• Competitive Pay
• Retirement Savings 401(k) with Employer Matching
• Rewards and recognition

Work‑Life Balance

• 8 Paid Holidays
• PTO Policy
• Work with a values‑driven and close‑knit team
• Regular company & team events

Monona Plumbing & Fire Protection is an Equal Employment Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws.

We encourage individuals from all backgrounds to apply, and we are dedicated to creating an environment where everyone feels respected, valued, and supported in their career growth. Please let us know if you require a reasonable accommodation during the application or interview process.