Customer Service/Service Dispatcher

Description

Lenox-Martell, a division of Multi-Flow Industries is looking for a Customer Service/Service Dispatcher to join our growing team. We have been servicing local businesses for over 90 years and we need your help as we continue to grow. We offer competitive pay, a great work environment, and a comprehensive benefits package. Position is a full-time on-site position in our Norwood MA office. Hours are 8:00 AM - 4:30 PM. 

Be the person our customers can count on.

When a customer calls with a service issue, they need someone who listens, takes ownership, communicates clearly, and gets the problem resolved.

We are looking for a Customer Service & Service Dispatcher to be the key link between our customers, service technicians, parts, sales, and management. This is a fast-paced position for someone who enjoys solving problems, coordinating people and resources, and providing excellent customer service.

Customer Service

• Serve as a primary point of contact for customers requesting service.
• Gather accurate information, create service tickets, and determine the appropriate response.
• Provide clear, timely, and consistent communication from the initial call through completion.
• Keep customers informed of technician arrival times, delays, parts requirements, job status, and next steps.
• Follow up on open calls and customer concerns to ensure issues are resolved and nothing falls through the cracks.
• Handle customer concerns professionally and work toward practical solutions.

Dispatch & Logistics

• Schedule and dispatch technicians throughout Massachusetts and Southern New Hampshire.
• Match service calls with technicians based on skill set, experience, location, availability, and urgency.
• Build efficient daily schedules while considering geography, traffic, workload, and changing priorities.
• Monitor service calls throughout the day and adjust schedules as needed.
• Coordinate emergency and priority calls while balancing the needs of all customers.
• Provide technicians with the information they need to arrive prepared and complete the job efficiently.
• Monitor on-hold and stopped jobs and communicate status to customers and technicians.

Daily Service Department Coordination

• Coordinate with sales, parts, and other departments regarding equipment, parts, purchasing, and jobs involving multiple business units.
• Monitor parts availability, open jobs, and work-in-progress.
• Review daily and overnight on-call messages and ensure calls are properly triaged.
• Verify technician hours for payroll accuracy.
• Ensure service paperwork is accurate, complete, and submitted for billing.
• Maintain accurate service information and follow up on outstanding items.

Occasional / Periodic Duties

• Assist with technician scheduling and time-off requests while maintaining appropriate department coverage.
• Coordinate technician training with management.
• Prepare weekly updates on open jobs and work-in-progress.
• Prepare and report key service department performance metrics.
• Identify opportunities to improve service efficiency, scheduling, and customer satisfaction.
• Assist management with projects and service calls involving multiple business units.
• Perform other duties as assigned by management.

Requirements

• Strong customer service and communication skills.
• Professional and confident telephone manner.
• Excellent organizational and multitasking skills.
• Strong problem-solving and decision-making abilities.
• Ability to prioritize changing demands in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to remain calm, professional, and solution-focused under pressure.
• Computer proficiency, including email and office applications.
• Ability to work on-site in Norwood, Monday–Friday, 8:00 AM–4:30 PM.

Preferred Qualifications

• Experience in dispatching, scheduling, logistics, or coordinating field service personnel.
• Knowledge of cities and towns throughout Massachusetts and Southern New Hampshire.
• Experience working with technicians or mobile service personnel.
• Experience in HVAC, refrigeration, plumbing, electrical, construction, beverage equipment, transportation, or another field-service environment.
• Experience with dispatch, GPS, or field-service management software.

Industry experience is preferred, but not required. We can teach the right person our equipment and business. What we need is someone who knows how to listen, communicate, organize, prioritize, solve problems, and follow through.