Service Intake Specialist - Fast-Paced Ops & Dispatch

Socket.dev; Charlotte (NC); On-site; USD 42,000 - 52,000; 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 to manage incoming service requests, gather essential information, and create precise work orders for dispatch. You will verify details, collect POs and authorizations, and route requests to the proper teams in a fast-paced environment.

Your role ensures complete, accurate service requests with proper documentation so Dispatch can deploy the right technician promptly.

Qualifications

• Excellent phone and customer-service skills.
• Extremely organized and detail-oriented.
• Can manage phones, emails and multiple requests simultaneously.
• Works well in a fast-paced environment.
• Communicates clearly and professionally.
• Types quickly and accurately.
• Is comfortable learning new software.
• Can follow established processes consistently.
• Knows when something is urgent and needs immediate attention.
• Takes ownership instead of waiting for someone else to fix a problem.
• Works well as part of a team.
• Can remain calm when customers or situations become stressful.

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

Typing speed

Software literacy

Process adherence

Urgency awareness

Ownership

Team player

Calm under pressure

Tools

Service management system

Job description

Pro-Serv Facility Solutions in New Bern, NC is seeking a Service Intake Coordinator to manage incoming service requests, gather essential information, and create precise work orders for dispatch. You will verify details, collect POs and authorizations, and route requests to the proper teams in a fast-paced environment.

Your role ensures complete, accurate service requests with proper documentation so Dispatch can deploy the right technician promptly.