Customer Operations and dispatch coordinator

Description

Summary: This role is a central point for customer service, dispatching, marketing support, and administrative tasks across multiple franchise locations. Highlights: 1. Serve as a centralized customer service contact for multiple franchises 2. Manage scheduling, dispatching, and service route optimization 3. Support local marketing, lead management, and administrative compliance Core ResponsibilitiesCustomer Service \& Franchise Support * Serve as the **centralized customer service contact** for multiple franchise locations. * Manage **inbound calls, emails, text messages, and web inquiries** from customers. * Provide clear information regarding **services, scheduling windows, and expectations**. * Document customer interactions, job details, and service requests in **CRM systems**. * Conduct **post\-service follow\-ups and review requests** to improve customer satisfaction. * Escalate service issues or complex cases to **franchise or corporate leadership when necessary**. Dispatching \& Scheduling * **Schedule and dispatch technicians** based on availability, location, and skillset. * Coordinate **daily and weekly service routes** to optimize efficiency. * Communicate schedule updates with **both customers and technicians**. * Monitor job progress and ensure **timely completion of service appointments**. * Manage **appointments, cancellations, and rescheduling within the system**. * Support **emergency and after\-hours dispatch setup** when required. Marketing \& Lead Management * Assist in executing **approved local marketing initiatives**. * Manage **Google Business Profile communications, messages, and customer reviews**. * Support **email and SMS marketing campaigns**. * Track and follow up on **inbound leads and service inquiries**. * Maintain basic **lead tracking and conversion reporting**. Administrative \& Compliance Support * Maintain **accurate operational records** across multiple franchise locations. * Prepare **activity summaries and operational updates for leadership**. * Support **invoicing processes and service documentation**. * Ensure **brand standards and communication guidelines** are consistently followed. * Maintain **confidentiality and compliance with operational procedures**. Required Qualifications * **2\+ years of experience** in customer service, dispatching, operations, or similar roles. * **Fluent English (spoken and written)**. * Strong **communication, organization, and multitasking skills**. * Experience working with **CRM systems or scheduling software**. * Ability to manage **multiple priorities in a fast\-paced environment**. * A **professional, customer\-first mindset**. Preferred Qualifications * Experience working with **franchise or multi\-location operations**. * Background in **home services, electrical services, or field service industries**. Sueldo: $30,000\.00 \- $35,000\.00 al mes Lugar de trabajo: Empleo presencial