Dispatcher

Position Overview

The Dispatcher provides Call Management System scheduling and coordination support to customers, Service Delivery Team Members, Field Associates, and Business Management Team Members. This position shares responsibility for meeting customer service performance expectations and provides focused support for special projects involving high-visibility customers.

The ideal candidate is a self-directed, organized professional who can effectively manage multiple priorities in a fast-paced service environment. This position requires flexibility to work evening and weekend hours.

Key Responsibilities

• Proactively identify and resolve scheduling and service-related issues.
• Escalate urgent service needs and technician-related issues or concerns to the appropriate management team.
• Participate in conference calls and provide analysis regarding:
  • Call volumes
  • High-priority customers
  • Known service issues
• Monitor the Call Management System in real time to ensure:
  • Service Level Agreements (SLAs) are being met.
  • Available technicians are actively assigned to service calls.
  • Technician productivity and resource utilization are maximized.
• Continuously monitor scheduling gaps or "white space" within the Call Management System to maximize technician productivity.
• Identify duplicate service calls and bundle them when appropriate.
• Monitor and coordinate parts ordering and shipment with technicians and schedule service calls accordingly.
• Monitor incomplete service calls and escalate issues until resolution.
• Dispatch service calls to Flex Labor Partners and monitor assignments through completion.
• Document technician unavailability within the Call Management System for emergency situations according to established procedures.
• Communicate technician availability issues to the appropriate Business Team.
• Review incoming call lists, determine initial urgency, and schedule service requests appropriately.
• Coordinate scheduling and service activities with technicians, customers, and internal business teams.
• Utilize knowledge of teams and geographic coverage to improve resource efficiency.
• Document customer dissatisfaction and field-related issues and communicate them to the appropriate Business Team for follow-up.
• Document positive customer feedback and technician recognition for strong performance.
• Contact customers with estimated technician arrival times as necessary.
• Perform other duties as assigned.

Required Qualifications

• 1–3 years of experience in customer service, call center operations, dispatching, scheduling, or a related environment.
• Strong ability to work independently and be self-directed.
• Ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Proficiency with Microsoft applications and general PC systems.
• Strong problem-solving and critical-thinking skills.
• Ability to apply logic and understand operational and business efficiencies.
• Strong written and verbal communication skills.
• Ability to effectively communicate with customers, suppliers, technicians, and internal stakeholders at various organizational levels.
• Ability to work effectively in a team environment.

Education

• Associate degree preferred, or an equivalent combination of education and relevant experience.

Schedule & Travel

• Must be available to work varied shifts, including evenings and weekends, as scheduled.
• Minimal business travel may be required.