Service Coordinator/Dispatcher - Service Department

Company: Cogent
Location: Tucker, GA / Metro Atlanta
Job Type: Full-Time

Pay: $24-28/hour based on experience

About Cogent

Cogent Technology Resource is a growing technology installation and service company serving healthcare and commercial customers throughout the Southeast. We support hospitals, clinical environments, and commercial facilities by installing, servicing, and supporting critical technology systems.

We are process-driven, detail-oriented, and focused on doing excellent work while protecting customer relationships, internal workflow, profitability, and accountability.

About the Role

Cogent is hiring a Service Coordinator to be the operational hub of our Service Department. You'll coordinate technicians, customers, service requests, scheduling, parts, and billing to keep work moving efficiently from the initial call through completion.

We are seeking a highly motivated and customer-focused Service Coordinator who thrives in a fast-paced environment and embraces change with a positive attitude. The ideal candidate is proactive, organized, and driven to deliver exceptional service while coordinating schedules, managing priorities, and supporting operational efficiency. The Service Coordinator will manage service requests from the time they come in until the work is completed, documented, and ready for billing. This person will coordinate with customers, technicians, vendors, leadership, and internal departments to make sure service work does not fall through the cracks.

This is not a basic receptionist or call-center role. The right person will be organized, detail-oriented, comfortable managing multiple open tickets, and able to follow a work order from scheduling through completion, parts follow-up, and billing readiness.

What You’ll Do

Service Ticket Coordination

You will manage the flow of service work from request to completion.

Responsibilities include:

• Receive, review, and help manage incoming service requests
• Create, update, and maintain service tickets in Simpro
• Track ticket status, due dates, technician updates, customer communication, and open items
• Assist with scheduling service work based on technician availability, customer readiness, location, priority, and job requirements
• Follow up on incomplete notes, missing photos, unclear scope, or open customer questions
• Maintain clear notes in Simpro and through email communication
• Escalate delayed jobs, urgent issues, customer concerns, or unclear next steps

Dispatch, Scheduling, and Communication

You will help keep customers, technicians, and internal teams informed without overpromising or losing track of details.

Responsibilities include:

• Provide timely and professional updates to customers
• Communicate service status, scheduling updates, parts status, and completion details
• Ensure technicians have the information they need before going onsite
• Escalate delayed tickets, unclear scope, missing documentation, or customer concerns
• Maintain professional written communication with customers, vendors, and internal staff

Service Parts Coordination

You will help coordinate parts needed for service tickets and keep the team informed on availability and delivery.

Responsibilities include:

• Order parts needed for service work
• Track vendor responses, product availability, lead times, vendor responses, and delivery updates
• Create and maintain purchase order documentation as needed
• Communicate parts status internally and with customers when appropriate
• Coordinate with warehouse or purchasing staff on receiving, staging, returns, and part availability
• Help ensure the right materials are ordered for the right ticket

Billing & Job Cost Support

You will help make sure completed service work is ready to bill accurately.

Responsibilities include:

• Review completed service tickets for billing readiness
• Verify technician notes, time entries, parts used, and supporting documentation
• Identify missing or unclear information before a ticket is closed or billed
• Help prepare tickets for invoicing
• Coordinate with internal billing/accounting as needed
• Track open items that may delay billing
• Help protect profitability by making sure service work is documented clearly

What We’re Looking For

The ideal candidate enjoys detailed administrative work and understands that accurate documentation, clean records, and follow-through matter.

Strong candidates may have experience as a:

• Service Coordinator
• Office Manager in a service – based business
• Administrative Coordinator
• Billing / Purchasing Assistant
• Dispatcher or Coordinator in a trade, service, construction, medical, IT, AV, or technical environment
• Bookkeeper or accounting assistant with service/job costing experience

Required Skills & Qualifications

• Experience coordinating service work, work orders, billing, purchasing, scheduling, or detail-heavy administration
• Strong organization and follow-through
• Ability to manage multiple open tickets without losing track of details
• Strong written and verbal communication skills
• Ability to document work clearly and accurately
• High attention to detail, especially under pressure
• Comfort learning software systems and maintaining clean digital records
• Proficiency with Microsoft Office 365, especially Outlook, Excel, and Word
• Ability to work in a fast-paced environment where priorities can change throughout the day

Preferred Qualifications

• Experience with Simpro, QuickBooks, ServiceTitan, ConnectWise, NetSuite, Sage, or similar field service management software
• Experience supporting a service department or cost center
• Experience in construction, low voltage, AV, healthcare technology, IT service, facilities, or another service-based business
• Experience ordering parts, tracking shipments, or communicating with vendors
• Experience reviewing technician notes, work orders, or service tickets for billing

Who Will Succeed in This Role

You may be a great fit if you:

• Like clean records, complete files, and accurate documentation
• Notice when something does not match
• Are comfortable asking follow-up questions when information is missing
• Think in terms of status, next step, process, and completion
• Can balance customer service with internal accountability
• Understand that details affect billing, profitability, scheduling, and customer satisfaction
• Enjoy being the person who keeps workflow moving

Who This Role Is Not For

This role is probably not the right fit if you are looking for a simple receptionist, call-center, or scheduling-only position.

This position requires ownership of service ticket details, purchasing follow-up, billing readiness, customer updates, software documentation, and internal coordination.

Schedule & Work Environment

This is a full-time, office-based role with regular interaction with technicians, leadership, customers, vendors, and internal departments.

The work is primarily computer-based and includes ticket tracking, customer communication, purchasing follow-up, documentation, scheduling support, and coordination with the Service Department.

Compensation

Pay is $24-28/hr, based on experience.

Compensation will depend on relevant experience in service coordination, billing, purchasing, bookkeeping, job management software, and service-based business operations.

Why Join Cogent?

This is an opportunity to help build a stronger and more organized Service Department inside a growing company. The person in this role will have a direct impact on customer satisfaction, billing accuracy, service efficiency, and internal accountability.

Cogent values people who are organized, thoughtful, accurate, and willing to help build better systems.

Cogent Technology Resource specializes in providing comprehensive technology solutions to healthcare facilities. We work closely with hospital IT, Biomed, Engineering, and AV departments to consult, sell, install, and support a variety of technologies. Our goal is to make our customers look good by delivering confidence and empowering healthcare professionals to perform their duties at the highest level.