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???? Keep the Service Department Running Smoothly at Werner Nugent Plumbing, Inc.! ????

Position Title: Service Dispatch & Office Coordinator

Company Name: Werner Nugent Plumbing, Inc.

Pay Range: $50,000 to $56,000 per year depending on experience

Employment Type: Full-Time

Schedule: Monday–Friday, with on-call availability for after-hours emergency coordination

Location: Posen, IL

Industry: Plumbing / Refrigeration (Commercial, Industrial, Government)

Werner Nugent Plumbing, Inc. is seeking a highly organized and dependable Service Dispatch & Office Coordinator to support the daily operations of our Service Department. This onsite role is essential to keeping service work on schedule, supporting field plumbers, coordinating customer communication, and helping ensure service calls are completed efficiently and accurately.

This opportunity is ideal for someone who thrives in a fast-paced office environment, can juggle multiple responsibilities, and communicates confidently with both customers and field personnel. The right candidate will bring strong administrative ability, sound judgment, and a proactive mindset to help support a growing service team.

Werner Nugent Plumbing, Inc. is a second-generation, family-led plumbing contractor serving commercial, industrial, and government clients throughout the Chicagoland area. We combine decades of industry experience with a hands-on, forward-thinking approach focused on quality work, strong relationships, and long-term growth.

Our team values accountability, professionalism, teamwork, and continuous improvement. We are building a company where dedicated employees can grow their skills, contribute meaningful ideas, and build lasting careers. At Werner Nugent, your success helps drive our success.

• Respond to non-emergency calls and emails received after business hours from the previous evening.
• Communicate with Service Plumbers throughout the day to ensure jobs are properly staffed and equipped.
• Confirm that necessary materials are ordered and delivered according to job requirements.
• Assist in resolving complex plumbing service issues by coordinating with the Service Manager.
• Ensure Service Plumbers are following company procedures and service protocols correctly.
• Monitor time spent on scheduled service calls to help prevent budget overruns and scheduling conflicts.
• Answer incoming calls and emails for service requests and schedule work based on urgency and technician availability.
• Clearly explain service call pricing to customers and help determine whether service needs are emergency or non-emergency.
• Follow up on incomplete service calls from the previous day and coordinate additional scheduling or proposal needs with the Service Manager.
• Assist in managing service projects by helping plan, coordinate, and track progress to support timely completion.
• Handle customer relations by responding professionally to complaints, concerns, and service-related questions by phone and email.
• Respond to after-hours emergency service calls and determine urgency.
• Adjust schedules as needed for emergency work and promptly notify customers affected by scheduling changes.
• Invoice completed service calls from the previous day accurately and in a timely manner.

• Ensure payroll time is recorded properly in coordination with the CFO. 
• Follow up on Service Accounts Receivable issues with the Service Manager. 
• Maintain PM and RPZ testing schedules to ensure recurring services are completed on time.

• Participate in monthly Service Department meetings. 
• Address current issues within the Service Department. Communicate updates to company policies and procedures to the service team. 
• Monitor department morale and teamwork to help identify areas for improvement. 
• Assist with group or one-on-one training efforts to maintain and strengthen team capabilities according to company standards.

• 2+ years of administrative, dispatch, service coordination, or office support experience preferred.
• Experience in plumbing, construction, mechanical service, or a related trade environment strongly preferred.
• Strong scheduling, communication, and organizational skills. 
• Ability to manage multiple tasks and shifting priorities in a fast-paced environment.
• Confidence communicating with customers, field staff, and internal leadership. 
• Strong problem-solving ability and the judgment to respond calmly under pressure. 
• Basic computer proficiency, including email, scheduling systems, invoicing platforms, and Microsoft Office. 
• Ability to work onsite and collaborate effectively with a team. 
• Availability to assist with after-hours emergency service coordination as needed.

• Paid Time Off (Vacation, Holidays, Sick Days)Weekly Pay Cycle
• Company-issued phone or technology support,
• Career advancement opportunities within a growing service department

• Full-Time — Monday to Friday
• On-call availability required for emergency service coordination

Primary: Posen, IL (Company Headquarters)

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.