Job Status: Full-Time Department: Commercial Services Reports To: Commercial Manager FLSA Status: Non-Exempt Travel Required: None Positions Supervised: None Schedule: Monday–Friday; overtime as needed

Position Summary

The Commercial Dispatch & Administrative Coordinator supports the daily operations of the Commercial Department by managing technician dispatching, coordinating commercial service and repair schedules, processing work orders, preparing job packets, and serving as a primary communication link between customers, technicians, vendors, and leadership.

This role requires strong organization, attention to detail, and the ability to manage multiple commercial service jobs-often with longer timelines, multi-day tasks, large facilities, contract customers, and higher-priority emergency needs.

Essential Functions

Dispatch & Scheduling

• Dispatch commercial technicians based on skillset, workload, availability, and urgency of service calls.
• Build, update, and manage daily and multi-day schedules for commercial service, repairs, maintenance agreements, and project work.
• Monitor job statuses in real time and adjust schedules to address emergencies, delays, and customer needs.
• Communicate schedule changes promptly to technicians and customers.
• Coordinate with Commercial Manager/FLM on technician availability, training, PTO, and workload distribution.

Commercial Job Administration

• Receive and process commercial service requests via phone, email, work portals, and electronic ticketing systems.
• Enter customer information, job scope, equipment details, and site requirements accurately into the system.
• Prepare and review work/job packets for technicians, ensuring all information-including site access instructions, equipment lists, PO requirements, and safety rules-is accurate.
• Track job progress, parts on order, follow-up work, and open estimates.
• Review completed work orders for accuracy before submitting for billing.

Customer & Vendor Communication

• Serve as a primary point of contact for commercial customers, property managers, facility directors, and vendor partners.
• Communicate service details, scheduling updates, lead times, delays, and follow-up requirements.
• Obtain purchase orders (POs) and ensure billing and documentation meet customer-specific requirements.
• Support Commercial Sales and FLMs with proposal scheduling, follow-ups, and administrative needs.

Financial & Administrative Support

• Process and record customer payments when applicable.
• Maintain accurate digital and physical records of commercial work orders, contracts, agreements, and correspondence.
• Assist with contract maintenance schedules, PM tracking, and recurring service planning.
• Support Commercial Manager with reporting, productivity tracking, parts follow-up, and administrative tasks.

Other Responsibilities

• Collaborate with warehouse staff to ensure commercial parts staging and deliveries align with job schedules.
• Handle escalated customer issues professionally and promptly.
• Participate in process improvement projects to enhance commercial workflow efficiency.
• Perform other duties as assigned.

Position Qualifications

Core Competencies

• Commercial Customer Service – Understands the needs of commercial clients, including urgency, professionalism, and clear communication.
• Dispatching & Coordination – Strong ability to plan, manage schedules, and react to changing field conditions.
• Organization & Detail Oriented – Manages many moving parts without sacrificing accuracy.
• Communication Skills – Clear, professional communication with technicians, customers, and internal teams.
• Problem Solving – Quickly resolves scheduling conflicts, job issues, and administrative roadblocks.
• Accountability & Reliability – Takes ownership of tasks and follows through consistently.
• Time Management – Handles multiple service requests, follow-ups, and admin tasks efficiently.
• Working Under Pressure – Maintains composure and accuracy during high-volume or emergency periods.