Evening Remote Service Coordinator (Dispatcher/CSR)

Caffeinated Coffee Repairs is more than just a repair company — we exist to keep the coffee world brewing. Founded in 2016 by Shane Eastwood, a former Starbucks barista and manager, Caffeinated Coffee Repairs was built on a simple idea: coffee equipment repair could be done better. What started as a passion for great coffee and quality service has grown into an industry leader trusted by some of the biggest names in coffee and hospitality.

Today, our team spans Texas, New Mexico, Louisiana, Arkansas, Oklahoma, Oregon, and Washington, supporting clients with expert service across the South-Central and Pacific Northwest United States. We service a wide variety of brands of espresso machines, coffee brewers, and grinding equipment — providing everything from preventative maintenance to emergency repairs — to ensure every machine delivers consistency, reliability, and the perfect cup. For us, it’s not just about fixing equipment, it’s about creating experiences.

At Caffeinated Coffee Repairs, we pride ourselves on technical excellence, dependable service, and long-term partnerships. Every member of our team contributes to a culture of professionalism, collaboration, and customer focus. Together, we help spark joy in every cup, one service call at a time.

Position Overview: We are seeking a proactive and organized Service Coordinator to join our dynamic team. The ideal candidate will play a crucial role in ensuring the smooth operation of our service department by coordinating service requests, scheduling technicians, and managing customer communications. This position is vital for maintaining our commitment to excellence and timely service delivery — our goal is to complete 90+% of service requests within 24 hours.

Work Schedule: This is a full-time position working Sunday 8am to 5pm, and Monday through Thursday, 3:00 PM to 12:00 AM (local time). During the initial training period, the schedule will be Monday through Friday, 10:00 AM to 6:00 PM. Upon successful completion of training, the schedule will transition to the standard 3:00 PM to 12:00 AM shift.

Key Responsibilities: 

• Serve as the primary point of contact for customer inquiries and service requests related to coffee equipment repairs, installs, and maintenance.
• Receive and manage customer phone calls and emails.
• Schedule and dispatch technicians efficiently to ensure timely response to service calls.
• Maintain accurate records of service requests, work orders, and technician assignments in our management system (ServiceTitan).
• Communicate effectively with clients to provide updates on service requests, estimated completion times, and any necessary follow-ups (primarily via E-Mail and Phone).
• Collaborate with management to prioritize service requests and allocate resources effectively.
• Monitor service performance metrics, quality of service, and assist in identifying areas for improvement.
• Assist in the preparation of quotes and invoices.
• Assist in placing emergency part orders.
• Support technicians by providing necessary information and resources to complete their tasks effectively.
• Foster positive relationships with clients to enhance customer satisfaction and retention.
• Respond to any issues that occur during the delivery of services.

Qualifications: 

• High school diploma or equivalent; additional education in business or a related field is a plus.
• Previous experience in service coordination or a similar role, preferably in the trades industry.
• Strong organizational skills and attention to detail with the ability to manage multiple tasks and priorities.
• Strong record-keeping and analytical skills.
• Excellent communication and interpersonal skills, both verbal and written.
• Proficient in Microsoft Office Suite and Google Workspace. Experience with service management software (like ServiceTitan) is a plus.
• Problem-solving mindset with the ability to work well under pressure.
• Knowledge of Coffee Equipment, HVAC, Plumbing, Electrical, or mechanical services is a plus.

What We Offer:

• Competitive base pay based on experience and certifications.
• Benefits eligible within the first 90 days: Medical, Dental, and Vision Insurance, 401K Match, and PTO.
• Professional and career development opportunities.
• A supportive and collaborative work environment.
• Military Friendly and Equal Opportunity Employer.

Workspace requirements:

You need to have a quiet, private space away from distractions as you will be working from home. You will also need a desk, an ergonomic chair, and a hardwired high-speed internet connection. Your internet connection must be able to maintain a download speed of 20 Mbps and an upload speed of 10 Mbps