Remote Dispatch Coordinator

About the Role

SERVPRO of Minnetonka specializes in restoring homes and businesses after fire, water, mold, and storm damages. The Remote Dispatch Coordinator serves as the initial point of contact for customers facing emergency situations. This fully remote position involves collaborating closely with Operations, Office, and Production teams to ensure prompt, efficient responses to customer needs while maintaining excellent communication throughout restoration projects.

Key Responsibilities

• Handle incoming emergency and customer service calls with professionalism, empathy, and confidence.
• Collect precise information to facilitate rapid and accurate dispatch of service crews.
• Utilize job management software to schedule emergency response and restoration tasks.
• Manage daily technician scheduling and adjust assignments in real time as priorities shift.
• Keep customers informed during the restoration process, providing updates and maintaining a high level of service.
• Maintain thorough and accurate documentation and data entry related to each job.
• Respond to general inquiries, manage past service requests, and perform routine office communications.
• Collaborate remotely with Operations, Business Development, and Production teams to deliver an integrated customer experience.
• Assist with other administrative and customer service duties as necessary.

Qualifications and Skills

• Ability to remain calm and composed under pressure.
• Friendly and compassionate demeanor focused on customer satisfaction.
• Exceptional organizational skills with keen attention to detail.
• Superior communication skills and professional telephone etiquette.
• Comfortable multitasking within a dynamic, fast-paced environment.
• Technologically adept, quick to learn dispatch and scheduling systems.
• Self-driven and capable of working independently in a remote setup.
• Reliable, dedicated to providing exceptional customer service.
• Team player with effective communication skills across remote and field teams.

Preferred Experience: Dispatching, scheduling, customer service, call center, or administrative backgrounds. Experience in restoration, construction, or plumbing industries is advantageous. Familiarity with working remotely and proficiency in Microsoft Office and new software platforms is preferred. A high-speed internet connection and distraction-free home workspace are required.

Compensation and Benefits

The hourly wage ranges between $22 and $25, dependent on expertise and qualifications. Benefits include paid time off, paid holidays, 401(k) with company match and profit sharing, health, dental, and vision insurance, short- and long-term disability coverage, and life insurance.

Additional Information

This role plays a crucial part in SERVPRO's mission of helping customers recover from disasters with prompt and professional service. The position is part of an independently owned SERVPRO franchise, meaning employment is directly with the franchise and not the corporate franchisor.