Service Dispatcher (Landover)

Position Summary: The Service Dispatcher is responsible for receiving customer service requests, scheduling and dispatching service technicians, communicating with customers and technicians, and helping coordinate the daily activities of the Service Department. This position serves as an important link between our customers, service technicians, and internal departments. The ideal candidate is highly organized, comfortable working in a fast-paced environment, and committed to providing an excellent customer experience.

Responsibilities: Answer incoming service calls and assist customers with service requests. Gather accurate information regarding equipment problems, location, contact information, and service needs. Create and process service calls accurately in the company's service management system. Schedule and dispatch technicians based on location, availability, skill level, urgency, and customer needs. Coordinate daily technician schedules and make adjustments as service priorities change. Communicate service call information clearly and accurately to technicians. Maintain regular communication with technicians throughout the day regarding job status and scheduling. Keep customers informed regarding technician arrival times, delays, scheduling changes, and service status. Prioritize emergency and high-priority service calls appropriately. Review open service calls and follow up to ensure calls are completed or properly rescheduled. Assist with scheduling return visits when additional work or parts are required. Work closely with the Parts Department to help coordinate parts needed for service calls. Work with the Service Manager and other Service Department team members to maximize technician productivity and efficiency. Maintain accurate customer, equipment, and service information. Provide professional and courteous customer service by phone and email. Help resolve scheduling conflicts and customer concerns professionally. Maintain accurate documentation and notes regarding customer and technician communications. Perform additional administrative and service coordination duties as needed.

Qualifications: Previous dispatching, scheduling, customer service, or service coordination experience preferred. Experience in a field service, HVAC, refrigeration, commercial equipment, or similar service environment is a plus. Strong customer service and communication skills. Excellent organizational and time-management abilities. Ability to manage multiple service calls and priorities simultaneously. Comfortable making decisions and adjusting schedules in a fast-paced environment. Strong attention to detail and commitment to accuracy. Strong computer skills and ability to learn service management and dispatching software. Ability to communicate professionally with customers, technicians, managers, and coworkers. Dependable, punctual, and able to work effectively as part of a team. What We ValueAt Taylor Equipment, our culture is built around four core values:

Teamwork: We work together, support one another, and recognize that providing exceptional service requires cooperation between dispatchers, technicians, parts personnel, managers, and every member of our team.

Passion: We bring energy, enthusiasm, and a commitment to excellence to our work. We care about our customers and take pride in helping solve their problems.