Service Appointment Coordinator Jobs in Rio Rancho, NM

At TLC Plumbing Heating Cooling Electrical, we take pride in being an award-winning company built on a foundation of excellence and innovation. Our life-changing culture fosters growth, collaboration, and success, making us a sought-after workplace for experienced professionals looking to elevate their careers.

Our mission is simple yet powerful: to provide a stable and supportive work environment while earning the respect of our peers and industry leaders. We achieve this by staying true to our core values-honesty, hard work, respect, compassion, and consistency-which guide everything we do.

Job Description

We are seeking an experienced, reliable, and customer-focused CSR / Dispatch Trainee to join our Santa Fe team. We are looking for someone with previous customer service experience who is comfortable answering phones, assisting customers, scheduling appointments, and working in a fast-paced office environment. This position will also receive training in dispatch operations, including coordinating technicians, managing schedules, communicating service updates, and supporting daily field operations. The ideal candidate is dependable, organized, professional, and able to handle multiple priorities while maintaining excellent customer service. Strong attendance, punctuality, communication skills, and attention to detail are essential for success in this role.

Location: Santa Fe, New Mexico
Schedule: Monday-Friday, 7:30 AM-5:00 PM

Job Responsibilities

• Answer incoming customer calls in a friendly, professional, and timely manner.
• Assist customers with scheduling service appointments.
• Gather accurate customer information, service details, and jobsite information.
• Enter and update customer information in the scheduling and dispatch system.
• Maintain clear and accurate notes on customer accounts and service calls.
• Confirm appointments and communicate scheduling updates with customers.
• Assist with rescheduling appointments when changes occur.
• Provide customers with technician arrival updates and other service information.
• Learn how to prioritize service calls based on urgency, location, technician availability, and customer needs.
• Assist with dispatching technicians to scheduled service calls.
• Communicate with technicians throughout the day regarding schedules, job status, customer information, and changes.
• Help coordinate daily technician schedules to keep service calls moving efficiently.
• Support dispatchers and service managers with schedule adjustments and technician availability.
• Follow up with customers as needed before, during, and after service appointments.
• Assist with outbound customer calls and callbacks.
• Support follow-up on after-hours messages when assigned.
• Learn basic plumbing, HVAC, electrical, and service terminology to better assist customers and technicians.
• Handle customer questions and concerns professionally.
• Escalate customer complaints, scheduling conflicts, or service issues to the appropriate team member when necessary.
• Work closely with Customer Service Representatives, Dispatchers, Service Managers, and field technicians.
• Maintain confidentiality of customer and company information.
• Follow company customer service standards, policies, and procedures.
• Maintain dependable attendance and arrive on time and prepared for each scheduled shift.
• Complete assigned training and continue developing customer service and dispatch skills.
• Assist with additional customer service, dispatch, and administrative duties as assigned.

Qualifications

• Previous customer service experience required.
• Experience in a call center, receptionist, scheduling, office, retail, hospitality, or service-related environment preferred.
• Previous dispatch or scheduling experience is a plus.
• Experience in plumbing, HVAC, electrical, construction, or another skilled-trades environment is a plus.
• Strong verbal and written communication skills.
• Professional and friendly phone presence.
• Strong customer service and interpersonal skills.
• Reliable and dependable with strong attendance and punctuality.
• Ability to work Monday-Friday, 7:30 AM-5:00 PM.
• Strong organizational and time-management skills.
• Ability to multitask and manage changing priorities in a fast-paced environment.
• Ability to remain calm and professional when assisting upset or frustrated customers.
• Strong attention to detail and accuracy.
• Basic computer, email, and data-entry skills.
• Ability to learn new scheduling, dispatch, and customer management systems.
• Ability to enter information accurately while speaking with customers by phone.
• Ability to communicate effectively with customers, technicians, coworkers, and management.
• Willingness to learn, accept feedback, and take on additional responsibilities.
• Ability to work well independently and as part of a team.

Salary

$18.00 - $25.00

Why choose us?

• Comprehensive Benefits: Enjoy Medical, Dental, and Vision insurance, along with voluntary benefits that cater to your personal and family needs.
• Secure your future with our retirement plan and company-provided life insurance policy.
• Career Growth Opportunities: Experience unparalleled professional development in an empowering culture that values your growth and potential.
• Great Work Culture: Be part of an empowering and collaborative community.