Service Dispatch Commander: Warranty & Customer Experience

Parts Town; United States; On-site; USD 42,000 - 51,000; Full time

Benefits offered by this job

Parts Town Pride

Profit sharing bonus

Fitness center & on-site market

Team appreciation events

Volunteer opportunities

Casual dress code

Health insurance, 401k match, EAP & PA

Job summary

Parts Town is hiring a Service Coordinator (Dispatch Commander) to coordinate warranty dispatches with service providers and manufacturers, delivering strong customer service and timely updates. You will manage warranty parts orders, dispatch service, and follow-ups to close the service cycle.

The role requires problem-solving, multitasking, and clear communication with internal teams and customers. Schedule is M-F 11:00 AM - 7:30 PM (EST) with flexibility, and a comprehensive benefits package

Qualifications

• You demonstrate exceptional critical thinking & problem-solving skills.
• You enjoy working with people and take pride in providing an exceptional customer experience.
• You are detail oriented and have the drive to go the extra mile.
• You have experience in Microsoft Office products and appreciate doing online research to find solutions.
• You have a quality, high speed internet connection at home.

Responsibilities

• Dispatch Service 60-80 service calls within a 10-minute SLA time frame.
• Utilize mapping tools to locate service providers closest to end user location and schedule service.
• Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone.
• Manage life cycle of service from dispatch to close, effectively communicating updates to involved parties.
• Document reported issues to hand off to Technicians for troubleshooting, including parts identification.
• Assist Equipment Dealers over the phone or email with service updates/questions.
• Assist with general email inquiries within a 2-hour Service Level Agreement.
• Act as a back up to all areas of team where business needs are required.

Skills

Critical thinking

Problem solving

Customer service

Bilingual

Tools

Microsoft Office

Job description

Parts Town is hiring a Service Coordinator (Dispatch Commander) to coordinate warranty dispatches with service providers and manufacturers, delivering strong customer service and timely updates. You will manage warranty parts orders, dispatch service, and follow-ups to close the service cycle.

The role requires problem-solving, multitasking, and clear communication with internal teams and customers. Schedule is M-F 11:00 AM - 7:30 PM (EST) with flexibility, and a comprehensive benefits package