Service Coordinator

About the Role

Pro-Serv Food Equipment, a leading commercial kitchen equipment service company in North and South Carolina, is hiring a Service Dispatcher for evening and weekend shifts in Charlotte, NC. We specialize in repairing, maintaining, and installing commercial refrigeration, HVAC, and cooking equipment, offering 24/7 support to our customers. As a tech-driven, high-performance company, we prioritize customer service and team accountability.

Position Overview

We are seeking a highly organized and proactive Service Dispatcher to join our Charlotte operations team. This role covers evening and weekend service hours, where you'll receive, prioritize, and dispatch service calls, manage after-hours emergencies, and support technicians in the field during critical times. The ideal candidate remains calm under pressure, excels in a fast-paced environment, and takes pride in delivering seamless service experiences for both clients and technicians.

Schedule

Wednesday – Friday: 12:00 PM – 9:00 PM
Saturday & Sunday: [TBD] – Managing after-hours service calls and technicians (remote coverage)
Mondays and Tuesdays off

Responsibilities

• Answer incoming service calls and input service requests
• Prioritize calls based on urgency, especially down equipment and after-hours emergencies
• Schedule and dispatch technicians based on availability, location, and job urgency
• Manage and coordinate technicians on weekend and after-hours calls
• Order parts and coordinate delivery timelines
• Prepare and send estimates to customers
• Provide timely, professional customer service throughout the service process
• Keep customers updated on technician arrival times and job status
• Ensure all service work orders are processed and closed accurately
• Coordinate shift handoffs with the daytime service team

Requirements

• Minimum 2–3 years of customer service and administrative office experience
• High school diploma or equivalent required
• Strong proficiency in Microsoft Office and Windows-based systems
• Excellent organizational and communication skills
• Ability to multitask and manage priorities in a dynamic environment
• Must be available to work the posted evening and weekend schedule
• Experience in the service industry or dispatching is a plus

Benefits

• 401(k) with company matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Opportunity for advancement
• Paid time off
• Parental leave

Pay

$20–$25 per hour (based on experience)