Dispatcher​/Customer Service Coordinator

Join to apply for the Dispatcher/Customer Service Coordinator role at The Brewer-Garrett Company

Brewer-Garrett is a facility solutions provider focused on helping organizations operate smarter, more efficiently, and more sustainably. We specialize in making buildings perform at their best through HVAC, electrical, automation, plumbing, and energy-focused solutions—from system design and installation to optimization, retrofits, and ongoing support. We are a solution-based business with a proven track record of improving comfort, reliability, and energy performance while reducing operating costs and environmental impact for our clients.

Our company is built on the talent and experience of our associates. We value collaboration, accountability, and innovation, and we are committed to providing an environment where team members can do meaningful work, solve complex challenges, and grow their careers.

The Customer Service Coordinator is responsible for coordinating, scheduling, and supporting all field service activities for assigned customer accounts. This role serves as a primary point of contact between customers, technicians, and internal teams, ensuring preventive maintenance, reactive service calls, and project work are scheduled efficiently and executed effectively. The Customer Service Coordinator plays a critical role in customer satisfaction, operational efficiency, and meeting departmental and financial performance goals.

• Receive and place phone calls with customers and technicians to communicate, prioritize, and coordinate work assignments
• Schedule preventive maintenance, reactive service calls, and project work in alignment with contractual requirements and operational capacity
• Generate preventive maintenance (PM) work orders monthly and ensure work is scheduled within assigned service windows
• Schedule preventive maintenance work a minimum of two (2) weeks in advance whenever possible
• Dispatch appropriate technicians based on skill level, nature of work, location, and urgency
• Provide logistical and administrative support to field personnel to maximize productivity and efficiency
• Calculate material needs and enter purchase order information accurately and timely
• Ensure all required paperwork is properly completed, submitted, and received, including work orders, tasking documents, and start-up sheets
• Monitor service orders for assigned accounts through weekly audits to ensure accuracy, completeness, and timely closure
• Conduct daily technician check-out processes to confirm work completion and address outstanding issues
• Track and communicate technician skill level changes as needed
• Maintain awareness of customers identified as credit risks and communicate concerns appropriately
• Monitor financial performance of service contracts and projects; notify the Service Manager if financial targets are at risk
• Review and address "Additional Work Inquiries" weekly to ensure timely follow-up and resolution
• Communicate potential sales leads or opportunities to the Sales Manager
• Attend kick-off meetings for new service contracts as required
• Escalate customer concerns promptly to the Service Manager and appropriate leadership
• Perform other duties as assigned within the scope of the role

This job description is not intended to be an exhaustive list of duties. Responsibilities may change at any time with or without notice.

• High School Diploma or equivalent required
• Minimum of five (5) years of experience in a customer service, dispatching, or scheduling role preferred
• Experience supporting field service, maintenance, or technical operations strongly preferred

• Proficiency in using phones, computers, and office equipment to support daily operations
• Working knowledge of ERP systems and service-related software (e.g., COINS, GPS, Microsoft Office or similar platforms)
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Ability to work effectively under pressure, particularly during periods of peak demand or extreme weather conditions
• Strong verbal and written communication skills with the ability to…