Remopte Appliance Service Coordinator

Full Job Description

We are seeking a dependable and organized Appliance Service Coordinator / Lead Dispatcher to manage daily scheduling, dispatching, customer communication, and technician routing for a busy appliance repair company in Sacramento. This role involves coordinating technicians, handling customer inquiries and complaints, processing payments, ordering parts, and communicating with vendors and warranty providers. The lead dispatcher will set scheduling standards and guide other dispatchers to ensure efficient routes, full schedules, and excellent customer service.

Job Responsibilities

Schedule and dispatch technicians based on skill level, experience, and geographic location.

Monitor technician routes throughout the day, fill schedule gaps, and ensure routes are efficient and fully booked.

Set scheduling standards and guide other dispatchers on the best days and times to schedule customers.

Communicate with customers via phone, email, and text to confirm appointments, provide updates, and manage expectations.

Handle customer concerns, complaints, and service issues in a professional and solution-focused manner.

Process payments, collect balances due, and coordinate billing with customers and warranty companies.

Order appliance parts, track part status, and coordinate with vendors and manufacturers.

Serve as the main communication link between technicians, customers, vendors, and warranty providers.

Maintain accurate service records, scheduling notes, and internal documentation.

Help improve dispatching procedures and workflow to increase efficiency and customer satisfaction.

Reliable, self-motivated, and able to take ownership of responsibilities.

Problem-solver who works well independently and keeps operations running smoothly.

Positive and professional demeanor.

Can type a minimum of 55 wpm. 

Remote working hours are Monday - Friday from 7:45am PST to 5:15pm PST. 

Job Requirements

Proven experience in dispatching, scheduling, or coordinating service technicians, preferably in appliance repair or similar service industries.

Skilled at answering multi-line phones and managing multiple customer calls efficiently and professionally.

Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

Excellent communication skills in English (both written and verbal) to interact with customers, vendors, and technicians.

Comfortable using phones, email, text messaging, and communication tools like Slack and Outlook.

Ability to type at least 55 words per minute accurately.

Ability to work independently in a remote setting while taking full ownership of daily operations and responsibilities—treating the business as if it were your own.

Exceptional skill in de-escalating customer complaints and retaining customers while maintaining a professional, solution-focused approach. This is a top priority for the role.

Strong problem-solving skills and the ability to handle customer concerns professionally.

Proficiency with basic office software (Google Workspace, Excel/Sheets) and scheduling/dispatch systems.

Dependable, detail-oriented, and confident in decision-making.

Flexible and adaptable to changing priorities in a fast-paced service environment.

Availability to work during U.S. Pacific Time business hours.

Must have reliable high-speed internet, a quiet workspace, dual monitors, a desktop computer, a laptop backup in case of service interruptions, and a noise-cancelling headset.

Preferred:

Previous experience leading or mentoring other dispatchers or coordinating teams.

Familiarity with appliance repair terminology, service processes, or parts ordering.

Experience in a customer service role for a service-based business.

Skills Required

• English Translation - Expert
• Instagram Ads - Intermediate
• Admin Support - Intermediate
• Phone Support - Expert
• Email Management - Intermediate
• Data Entry - Intermediate
• Customer Service - Intermediate
• Time Management - Expert
• Communication Skills - Expert
• Confidence Building - Expert

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