Service Dispatcher

Position: Workflow Coordinator 

Department: Service 

Reports To: Service Manager 

FLSA Status: Non-Exempt   

Employment Status: Full time, on-site in office

Join the Benedict Sales & Service family as our next Workflow Coordinator—where every day moves fast and the work stays interesting! You’ll match the right technician to the right customer need, then dispatch service like a pro. We’re commercial-only (no residential calls), so you’ll work with a mix of customers—restaurants, bars, grocery stores, convenience stores, and more. Commercial HVAC and foodservice equipment knowledge is a plus, not a must. What is required: efficiency, sharp attention to detail, accurate follow-through, standout customer service, and a “let’s get it done” attitude for supporting both customers and technicians.

This role has no direct reports. You’ll work mostly independently, with occasional team collaboration, and report to a direct supervisor.

Position Overview 

The Workflow Coordinator is responsible for scheduling & dispatching field personnel, coordinating installations and equipment, and providing operational support to all service department operations. 

Essential Functions/Responsibilities  

• Serves as the customer point of contact when requesting technician support; routinely handles multiple phone calls at one time while maintaining composure. 
• Efficiently coordinates service work and dispatches field personnel while matching technician skills, knowledge, and qualifications to the support needs. 
• Maintains project visual management board and coordination of resources.
• Works collaboratively with field personnel to achieve customer satisfaction. 
• Enters and maintains information within ERP software.
• Demonstrates professional communication and provides timely and accurate information in all assigned duties.

Marginal Functions/Responsibilities  

• Provides clerical support as needed such as answering phones and sorting/distributing mail.
• Coordinates equipment deliveries and installations with customers and end users as needed.
• Assists with material, parts and equipment ordering upon request.
• Other duties as assigned by authorized personnel.

Education/Experience/Training Requirements 

• Associates degree, equivalent education or 3 years related support experience required
• Microsoft Office proficiency with advanced Excel and report generation skills required
• Experience with ERP software desired, SamPro background a plus

Licensing Requirements

 • None  

Skills/Abilities Requirements

•  Excellent verbal and written communication skills
•  Ability to perform effectively in a high stress, fast-paced environment.
•  Ability to project a professional company image
•  Strong attention to detail and accuracy.
•  Ability to resolve conflict for internal and external customers.
•  Computer proficiency and experience with common software applications.
•  Ability to effectively learn new software applications independently.

LANGUAGE SKILLS

•  Ability to read, write and comprehend simple instructions, short correspondence, and memos.
•  Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.

MATHEMATICAL SKILLS

•  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

•  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
•  Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

Stationary Position: Work is primarily light duty and involves prolonged periods of sitting at a desk.

Move: Occasionally required to walk between workstations, offices, conference rooms and other facility locations.

Operate: Constantly operates a computer and other office productivity machinery, such as a phone, calculator, copy machine, and computer printer. Frequently uses repetitive finger motion while typing on a computer.

Ascend/Descend: Occasionally required to ascend/descend stairs to access all facility levels.

Positions self: Occasionally required to bend and stoop to perform such duties as maintaining files.

Communicate: Frequently communicates with internal and external customers using spoken word and the ability to perceive the natural sounds of normal speaking levels. Must be able to exchange accurate information through oral and written communication and make fine discriminations in sound. Must be able to communicate information and ideas so others will understand.

Observe/Inspect: Able to observe details at close range, distance range, peripherally and with the ability to adjust focus. Frequently utilizes close visual acuity to perform computer duties and analyze data for accuracy.

Transport: Must be able to occasionally lift and/or move up to 15 pounds.

Exposed to: Not significantly exposed to adverse environmental conditions.

WHAT WE OFFER

• Competitive compensation based on experience
• Medical, dental, vision and supplemental insurance offerings
• HSA (Health Savings Account)
• Dependent Care & Health Care FSA (Flexible Spending Account)
• 401K with employer match
• Bonus potential
• Year-round work
• Paid Time Off
• Weekly paycheck
• Company swag and uniform programs
• Educational assistance
• Employee support services
• Experienced support team
• Continuous training & development
• Advancement opportunities and more!!

WHO WE ARE?

Benedict Sales & Service, Inc., is a leading commercial mechanical contractor with operations throughout central and northern Wisconsin and eastern Minnesota. We are family owned and have been in business since 1938! We offer dynamic service and installation departments encompassing craftspeople in food service equipment, refrigeration, HVAC, metal fabrication, and beer/beverage systems all of which are supported by our experienced office support teams located in Altoona, WI, West Salem, WI, and Winona, MN!

WHY YOU’LL LOVE IT HERE!

At Benedict Sales & Service, we go the extra mile – to connect business to family. This is our purpose statement and standard of business; it’s who we strive to be day in and day out. Go the extra mile, might speak for itself, as we always want to go above and beyond the normal expectations. To connect business to family, speaks to how we go about our daily business. We need to always stay mindful of good business practices, but we strive to run those business practices through a family lens. We all want the best for our families, so why not conduct business in that same manner. Whether it is how we treat our staff or how we treat our customers, we want them all to know we have their best interests in mind as we strive to treat them like family.

Benedict Sales & Service is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.