Service Coordinator / Dispatcher
Service Coordinator / Dispatcher - Boerne, TX
Company: Captivate, Inc.
Location: Boerne, TX
Position Type: Full-Time, In Office
Schedule: Monday-Friday, 8:00 AM-5:00 PM
Reports To: Director of Integrated Technology
About Captivate
Captivate is a high-end residential technology company serving Austin, Boerne, San Antonio, and surrounding areas. We design, install, and support elegant home technology systems including audio/video, networking, automation, lighting, shades, surveillance, access control, and security. Our service department plays a critical role in the client experience. We support luxury residential clients who expect responsive communication, clear ownership, and a smooth service process from the first call through final resolution.
Position Summary
The Service Coordinator / Dispatcher is responsible for supporting the daily operation of the service department by coordinating client communication, technician schedules, service tickets, work orders, job readiness, and follow-up. This role is ideal for someone who is highly organized, calm under pressure, comfortable speaking with clients by phone, and able to manage multiple priorities without losing accuracy or urgency. The right candidate will help create a smooth service experience for clients while helping the service team operate efficiently and profitably.
Key Responsibilities
● Respond to incoming client service requests in a timely, professional, and calm manner.
● Proactively communicate with clients by phone as the primary method of communication, using text and email as needed for confirmation and follow-up.
● Triage service issues and route them to the correct support resource, technician, third-party partner, or internal team member.
● Coordinate technician schedules, work orders, arrival windows, job readiness, and parts staging.
● Communicate schedule updates, delays, service completion details, next steps, and billing readiness.
● Support service technician efficiency by helping ensure jobs are properly prepared before dispatch.
● Maintain accurate notes, ticket updates, client system information, and service documentation in company-approved systems.
● Follow up with clients after service completion to confirm the issue was resolved and the system is working properly.
● Help identify service process gaps, recurring client issues, and opportunities to improve the client experience.
● Participate in service department initiatives related to documentation, scheduling, client communication, and operational improvement.
What Success Looks Like
● Clients receive timely, clear, and professional communication.
● Service tickets are routed, scheduled, and followed up on with ownership.
● Technicians are set up for efficient, productive service calls.
● Documentation is accurate, complete, and easy for the team to use.
● Client satisfaction remains high because issues are handled with urgency and care.
● The service team operates with fewer delays, missed details, and communication gaps.
Required Qualifications
● Strong phone communication skills and confidence speaking with clients.
● High level of organization and attention to detail.
● Ability to manage multiple active priorities in a fast-paced environment.
● Professional written communication skills.
● Calm, steady approach when handling escalated client issues or schedule changes.
● Strong follow-through and personal accountability.
● Comfortable learning and using service platforms, CRM systems, ticketing tools, and scheduling software.
● Ability to work full-time in office at the Boerne location.
● General business hours availability, Monday through Friday, 8:00 AM-5:00 PM.
Preferred Qualifications
● Experience in service coordination, dispatch, client service, office administration, or operations support.
● Experience supporting technicians, field teams, or service-based businesses.
● Familiarity with CRM/ticketing and communication platforms such as HubSpot, Salesforce, Zendesk, Slack, Google Workspace, Microsoft Office, or similar systems.
● Experience in residential technology, construction, electrical, security, AV, networking, or home services is helpful but not required.
● Experience working with high-net-worth clients, builders, designers, or trade partners is a plus.
Ideal Candidate Profile
The ideal candidate is organized, steady, proactive, and service-minded. They do not wait for problems to become bigger before taking action. They communicate clearly, keep accurate notes, follow through on commitments, and understand that great coordination directly impacts both the client experience and the service team’s success. This person should be comfortable with a phone-first environment and able to balance urgency with professionalism. They should enjoy helping clients, supporting technicians, and keeping the service process moving.
Core Values
At Captivate, we expect every team member to represent our standards and values:
● Legendary Experiences: Provide support that creates clients for life.
● Operating as One: Work across departments without silos.
● Trusted Advisor: Help clients feel confident in our recommendations and support.
● Make it Simple: Simplify complex technology and make it easy to do business with us.
● Creative Solutions: Be resourceful, thorough, and solution-oriented.
Compensation
This is an hourly position with a pay range of $20-$25 per hour, dependent on experience and qualifications.
How to Apply
Email your resume to talentresources@captivatetx.com
