Service Ops Coordinator: Scheduling & Dispatch

Peakzi; Oley Township (PA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Personalized training

Paid holidays including your birthday

PTO

Medical, dental, and vision insurance

IRA retirement plan with company match

Job summary

Mast Roofing & Construction in Oley, PA is seeking a full-time Service Operations Coordinator to manage phone calls, scheduling, dispatch, and service administration. You will coordinate with sales and production, keep CRM up to date, and drive efficient, profitable service delivery.

You will handle high volumes of calls, maintain accurate records, and respond quickly to quotes, payments, and client inquiries.

Qualifications

• Prior experience in service coordination, dispatch, appointment scheduling, client care, or administrative operations.
• Experience in HVAC, plumbing, electrical, roofing, or another trade service business is strongly preferred.
• Comfort managing a high volume of phone calls while completing time-sensitive scheduling, dispatch, and administrative responsibilities.
• Fast, accurate keyboarding and the ability to type directly into a CRM during a live conversation without handwritten notes.
• Sound judgment and confidence making timely decisions within established procedures, with the ability to recognize when management input is needed.

Responsibilities

• Handle a high volume of incoming calls with professionalism, urgency, and accuracy.
• Maintain a minimum 80% booking ratio by using approved scripts and effective questioning.
• Capture client information directly into the CRM during live conversations with complete and accurate records.
• Respond to online quote requests within 5 minutes, return client calls within 5 minutes, and respond to emails daily.
• Schedule repair and replacement appointments, service calls, estimates, and final roof inspections.
• Coordinate and dispatch repair inspections and production calls under the Production Manager.
• Monitor the schedule for gaps and delays, and take action to keep appointments moving.
• Generate sales orders in the CRM and keep administrative tracking systems updated daily.
• Prepare complete production and job folders and ensure paperwork reaches the appropriate staff.
• Route job pouches to management for commission entry and payroll of invoices.
• Collect payments and protect client information per procedures.
• Assist clients with financing and warranty registrations after invoicing.
• Provide prompt support to technicians and sales representatives and maintain clear communication.
• Follow up with clients daily and maintain service quality scores.

Skills

Scheduling

Dispatch

CRM software

Client care

Communication

Tools

CRM software

Scheduling tools

Job description

Mast Roofing & Construction in Oley, PA is seeking a full-time Service Operations Coordinator to manage phone calls, scheduling, dispatch, and service administration. You will coordinate with sales and production, keep CRM up to date, and drive efficient, profitable service delivery.

You will handle high volumes of calls, maintain accurate records, and respond quickly to quotes, payments, and client inquiries.