Service Coordinator/ Dispatcher in Mason, Ohio at Haven Services, LLC - Cincinnati Region

Haven Services with Nixco Plumbing LLC - Service Coordinator / Dispatcher

Position Summary

Nixco Plumbing is seeking a highly organized, customer-focused Service Coordinator / Dispatcher to support our growing service department. This position serves as the communication hub between customers, technicians, management, and office staff.

The Service Coordinator / Dispatcher is responsible for managing technician schedules, coordinating daily dispatch operations, supporting customer communications, following up on open opportunities, and assisting with administrative duties that help the office and service department operate efficiently.

Success in this role requires exceptional communication skills, attention to detail, strong organizational abilities, and a willingness to assist wherever needed to support the team and deliver an outstanding customer experience.

We offer competitive pay, outstanding benefits, and 100% employer-paid medical premiums.

Benefits You’ll Enjoy

Employment with Haven Services and Nixco Plumbing comes with excellent perks! Major health benefits are available on the first of the month following your start date. Paid Time Off, paid holidays, and 401(k) with company match begin immediately upon hire.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and advancement.
• A collaborative, supportive work environment.

Comprehensive benefits package:

• Medical Insurance choice of HDHP with HRA & HSA or PPO - Company offers 100% coverage of Employee's HDHP Premium!
• Dental and Vision Insurance
• Company provided Life and Disability Insurance
• 401(k) with Employer Match
• Employee Assistance Program
• Paid Time Off, Paid Holidays, floating holidays

Primary Responsibilities

Dispatching & Scheduling

• Manage daily technician schedules and dispatch board.
• Coordinate same-day, emergency, and scheduled service calls.
• Optimize technician routing and workload distribution.
• Monitor technician progress throughout the day.
• Communicate schedule changes to customers and technicians.
• Review and prepare next-day schedules.

Customer Service

• Answer inbound customer calls professionally and courteously.
• Schedule service appointments and coordinate customer requests.
• Provide updates regarding technician arrival times and job status.
• Respond to customer questions through phone, email, and text.
• Help resolve customer concerns and escalate issues when necessary.

Technician Support

• Serve as a primary point of contact for field technicians.
• Assist with scheduling return visits and follow-up work.
• Verify job documentation, notes, photos, and invoice summaries.
• Ensure completed jobs are properly documented and ready for billing.

Estimate Follow-Up

• Follow up on open estimates and unscheduled opportunities.
• Contact customers regarding approved estimates and schedule work.
• Document all follow-up activity within ServiceTitan.
• Maintain accurate customer records and opportunity tracking.

Administrative Support

• Monitor voicemail, email inboxes, and online service requests.
• Assist with reports, data entry, and general office administration.
• Support office staff and management with special projects as assigned.
• Maintain accurate customer and job records.

Qualifications

• High school diploma or GED required.
• Previous dispatching, customer service, call center, or service industry experience preferred.
• Experience with Service Titan is preferred but not required.
• Strong computer skills including Microsoft Office.
• Excellent communication and organizational skills.
• Ability to multitask in a fast-paced environment.
• Positive attitude and team-oriented mindset.

Success Factors

• Strong customer service skills.
• Ability to remain calm under pressure.
• Attention to detail.
• Dependability and accountability.
• Desire to support the entire team and contribute to overall company success

If you’re looking for an opportunity to learn, grow, and be part of a company that invests in its people, we’d love to connect with you.

Employees must be able to pass pre-employment screening including a background, motor vehicle check and drug screening. Maintaining eligibility to operate company vehicles is a fundamental job requirement. All employees that operate company vehicles must maintain their driving record as insurable under the company’s vehicle insurance provider.

EOE/AAP/M/F/V/D/SO