Dispatch Coordinator

About Us:
Servpro is a national leader in property damage restoration. Our local franchise provides 24/7 emergency water damage restoration to properties in Allentown, PA and the surrounding areas.
Position Description:
As a Dispatch Coordinator, you will play a crucial role in our mission to provide customers with prompt emergency cleanup services. You will be responsible for managing incoming customer calls, coordinating response crews, and securing payment information. The ideal candidate is a courteous individual with exceptional customer service skills.
Responsibilities:
Emergency Call Management:

• Receive incoming emergency calls from customers requiring immediate assistance.
• Gather essential information about the nature and extent of the emergency, including location, type of damage, and any pertinent details.

Payment Information Collection:

• Secure necessary payment information from customers, ensuring compliance with company policies and procedures.
• Facilitate payment processing and documentation accurately and efficiently.

Dispatch Coordination:

• Coordinate with response crews to dispatch them to emergency sites promptly and efficiently.
• Provide clear instructions and relay critical information to response teams to ensure effective response and customer satisfaction.

Customer Communication:

• Maintain ongoing communication with customers throughout the emergency response process, providing updates on arrival times, service procedures, and other relevant information.
• Address customer concerns and inquiries promptly and professionally, demonstrating empathy and understanding.

Documentation:

• Accurately record all relevant details of emergency calls, dispatch activities, and customer interactions in the company database.

Quality Assurance:

• Conduct quality assurance calls after job completion to ensure satisfaction with services provided and address any concerns or feedback.

Skills:

• Previous experience in customer service, reception, or dispatching preferred.
• Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in computer usage and familiarity with basic software applications.
• Availability to work overnight shifts on a part-time basis, including weekends and holidays if required.
• Knowledge of property restoration or related industries is a plus but not required.

Benefits:

• Fully remote (after 32 hours training)
• Base pay with bonus
• Opportunity to earn commission
• Opportunity to pick up additional hours

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.