Job Title: Membership Coordinator / Dispatch
Department: Office
Reports To: HVAC Maintenance Manager
FLSA Status: Non-Exempt
Employment Type: Full-Time
Position Summary
The Membership Coordinator / Dispatch is responsible for coordinating and overseeing all membership-related maintenance visits to ensure they are accurately scheduled, efficiently dispatched, properly tracked, and executed to company standards. This role is integral to optimizing technician productivity, controlling labor costs, supporting membership growth, and delivering a consistently high-quality customer experience through effective communication, organization, and operational oversight.
Essential Duties and Responsibilities
Scheduling & Dispatch
- Coordinate with the Scheduling Coordinator to maintain a full, balanced dispatch board.
- Schedule and dispatch HVAC maintenance agreement visits in ServiceTitan using efficient routing.
- Monitor schedules in real time and adjust for delays, call-outs, cancellations, or additional work.
- Proactively notify customers of schedule changes or delays.
- Ensure all active memberships are consistently scheduled and completed on time.
- Schedule follow-up warranty service calls for qualifying parts replacements.
- Look ahead to identify logistical issues and coordinate with the HVAC Maintenance Manager to ensure parts, tools, and access are available.
Labor & Operations
- Support technician productivity and labor cost control, including overtime awareness.
- Identify scheduling constraints or inefficiencies and escalate with recommended solutions.
Membership Management
- Support growth and retention of residential and commercial maintenance agreements.
- Secure new memberships and accurately enter them into ServiceTitan.
- Partner with the Call Center to prioritize overdue or time-sensitive maintenance visits.
Billing & Reporting
- Support timely collection of membership payments and follow up on failed or declined transactions.
- Assist with accurate membership reporting, including counts, renewals, and trends.
Customer Experience & Professionalism
- Maintain clear, professional, and proactive customer communication.
- Uphold company values, demonstrate accountability, and contribute to a collaborative team environment.
- Proactively recommend improvements to scheduling, dispatch, and member experience.
Professional Expectations
- Maintain reliable attendance and be available during all scheduled business hours.
- Demonstrate a positive, solutions-focused approach with strong ownership and accountability.
- Collaborate effectively with team members to support daily operations and shared goals.
- Work closely with the HVAC Maintenance Manager to implement directives and support operational improvements.
- Identify process gaps or risks and proactively recommend improvements to workflows and customer experience.
- Uphold and promote the values of Badger Bob’s Services, serving as a brand ambassador through professionalism and customer-focused service.
KPI’s (Key Performance Indicators)
Scheduling & Dispatch Excellence
- Dispatch board remains fully utilized during business hours (target: ≥95% capacity utilization)
- Same-day membership appointment fill rate ≥90%
- Route efficiency maintained to minimize drive time and maximize technician productivity
- Technician downtime due to dispatch errors: ≤2% of total hours
Customer Communication & Experience
- 100% of customers notified proactively when technicians are running behind
- Customer complaints related to scheduling/dispatch: ≤1% of total membership calls
- Membership customer satisfaction maintained at or above company standard
Membership Execution & Growth
- 100% of active memberships placed into the scheduling funnel
- 95% on-time completion of scheduled maintenance visits
- New memberships accurately entered into ServiceTitan within same business day
- Monthly net membership growth meets or exceeds departmental targets
Billing & Collections
- Monthly membership payment success rate ≥98%
- All bounced or failed payments contacted within 1 business day and each day after that until collected.
- Outstanding membership balances resolved within company standards
Reporting & Accountability
- Weekly and monthly membership reports delivered on time
- Reports include residential vs commercial counts, renewals, and trends
- Data accuracy maintained at ≥99%
Attendance & Professionalism
- On time and present every business day (≥99% attendance)
- Positive attitude and solution-focused behavior observed daily
- Active participation in department improvement initiatives
Education and Experience Requirements
- Post-secondary education in Business, Operations, or a related field, or an equivalent combination of education and experience.
- Minimum of three (3) years of experience in dispatch coordination, rental administration, operations support, or a related role.
- Experience working with ServiceTitan or similar field service management software preferred.
Knowledge, Skills, and Abilities
- Strong organizational skills with high attention to detail and accuracy.
- Excellent interpersonal, written, and verbal communication skills.
- Strong problem-solving and analytical abilities.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- High level of computer proficiency, including Microsoft Office applications.
- Ability to work independently and collaboratively across departments.
- Demonstrated commitment to customer service, confidentiality, and operational excellence.
Work Environment and Physical Requirements
- Primarily office-based work environment.
- Regular use of computers, phones, and standard office equipment.
- Ability to sit, stand, and communicate for extended periods.
- Occasional lifting of materials up to 25 pounds.
Schedule
- Day shift
- Monday through Friday
- Weekend availability as business needs require
Equal Employment Opportunity Statement
We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local laws.
Disclaimer
This job description is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Duties and responsibilities may change at any time with or without notice to meet business needs. Employment with us is at-will, meaning either the employee or the Company may terminate employment at any time, with or without cause or notice, in accordance with applicable law.
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
