Service Coordinator and Dispatcher in Cape Coral, Florida at CM-KELLY LLC

The Service Coordinator and Dispatcher is responsible for coordinating daily service operations, including dispatching field technicians, managing ServiceTitan workflows, and overseeing day-to-day office activities that support efficient service delivery. This role serves as the central point of communication between the field, office, customers, and leadership to ensure schedules are optimized, jobs are properly documented, and operational standards are consistently followed.

This position requires strong organizational skills, operational judgment, customer service awareness in a fast-paced trade environment.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Dispatch & Scheduling Operations

• Schedule, dispatch, and monitor service technicians daily using ServiceTitan
• Optimize routes and job assignments based on technician skill level, location, urgency, and capacity
• Respond to same-day service changes, emergency calls, and schedule disruptions
• Communicate job details, customer notes, special instructions, and safety requirements to technicians
• Track technician status (en route, on site, completed, follow-up required)

Customer Experience & Communication

• Serve as escalation point for customer service issues related to scheduling or service execution
• Communicate professionally with customers regarding arrival windows, delays, and follow-ups
• Ensure consistent application of service standards and customer communication protocols
• Support resolution of billing or service discrepancies in coordination with management

Required Qualifications

• High school diploma or equivalent
• 1-3 years’ experience in dispatch or office coordination in HVAC, plumbing, electrical environments
• Must have experience with ServiceTitan
• Strong understanding of dispatching, service workflows, and technician utilization
• Proficiency in Microsoft Office (Excel, Outlook, Word)

Skills & Competencies

• Strong organizational and multitasking abilities
• Calm, professional communication under pressure
• Operational problem-solving and decision-making skills
• Customer-focused mindset with firm process enforcement
• Attention to detail and system accuracy
• Ability to work cross-functionally with field and office teams

Physical & Work Environment Requirements

• Office-based role with extended periods of computer and phone use
• Ability to manage high call and dispatch volume in fast-paced environments
• Occasional after-hours availability for service escalations, as needed