Dispatch Coordinator

About the role

The Service Support Agent coordinates with customers and Service Technicians to schedule service visits, works with third-party service providers in regions without Johnson-employed technicians, confirms manufacturer warranties, keeps customers updated on service requests, and creates invoices upon completion.

Responsibilities

• Establish service, maintenance, and contract call priorities and schedule accordingly.
• Build positive long-term relationships with customers and key members of commercial establishments.
• Assist customers via phone, email, walk-ins, and live calls.
• Support retail sales in resolving customer or store issues.
• Ensure inventory is in stock before scheduling service calls and assist in ordering parts.
• Prepare reports as requested.
• Minimize non-billable Service Technician time.
• Maintain cooperative working relationships with all company employees.
• Assist in collections for commercial and retail work performed by the service department.
• Secure correct manufacturer warranty approvals before performing service work.
• Ensure invoicing is directed to the correct parties (customer, manufacturer warranty, or extended warranties).
• Support accounts receivable with aging reports for manufacturer warranties and commercial customers.
• Forward service requests to third-party service providers where Johnson Service technicians are not available.
• Perform miscellaneous office administrative duties.
• Coordinate activities with staff to ensure quality customer service within prescribed time and budgets.
• Keep the Service Supervisor informed of all pertinent factors affecting assigned responsibilities.

Requirements

• High school degree or equivalent required.
• 1–2 years of customer service and/or scheduling experience preferred.
• Advanced Microsoft Excel, Word, and Outlook skills necessary.

Benefits

• Health & Dental Insurance
• Company-paid Life Insurance
• 401(k) Plan with company contributions
• Generous Paid Time Off
• Exclusive Product Discounts
• Wellness Programs