Service Intake Specialist - Drive Accurate Dispatch

Pro Serv Food Equipment; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Donation matching

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

Pro-Serv Facility Solutions in New Bern, NC is seeking a Service Intake Coordinator for a full-time role in Service Operations. The position focuses on receiving service requests, gathering details, creating accurate work orders and routing them to the right dispatch team.

Ideal candidates are highly organized, detail-oriented and thrive in a fast-paced environment, with strong phone and customer-service skills and the ability to manage multiple requests efficiently.

Qualifications

• Excellent phone and customer-service skills required.
• Excellent organization and attention to detail required.
• Ability to manage calls, emails and multiple requests simultaneously.
• Comfortable working in a fast-paced environment.
• Clear, professional communication.
• Fast typing speed.
• Willingness to learn new software.
• Ability to follow established processes.
• Ability to recognize urgent issues and escalate.
• Takes ownership and works well in a team.
• Stays calm in stressful situations.

Responsibilities

• Answer incoming customer service calls professionally and efficiently.
• Monitor and manage incoming service emails throughout the day.
• Receive service requests by phone, email, customer portals and internal teams.
• Create accurate service work orders in our service management system.
• Verify customer, location and contact information.
• Gather equipment information and a clear description of the reported problem.
• Obtain required PO numbers, NTE amounts and authorization information.
• Identify emergency and priority service requests based on company procedures.
• Check for existing/open work orders to prevent duplicate calls.
• Review customer account notes and special service requirements.
• Attach customer emails, photos, POs and supporting documentation to work orders.
• Route service requests to the correct Pro-Serv dispatch team.
• Immediately communicate emergency requests to Dispatch.
• Communicate with customers to confirm their service request has been received.
• Assist customers with basic service-request and status questions.
• Maintain accurate call notes and documentation.
• Keep the service intake queue clean and organized.
• Work closely with Dispatch, Account Management, Field Operations, Estimating and Billing.

Skills

Phone skills

Customer service

Organized

Detail-oriented

Multitasking

Communication

Typing

Learning new software

Process adherence

Ownership

Teamwork

Calm under pressure

Job description

Pro-Serv Facility Solutions in New Bern, NC is seeking a Service Intake Coordinator for a full-time role in Service Operations. The position focuses on receiving service requests, gathering details, creating accurate work orders and routing them to the right dispatch team.

Ideal candidates are highly organized, detail-oriented and thrive in a fast-paced environment, with strong phone and customer-service skills and the ability to manage multiple requests efficiently.