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 while also providing focused support for special projects involving high-visibility customers.

The ideal candidate is self-directed, organized, detail-oriented, and comfortable managing multiple priorities simultaneously in a fast-paced service environment. The position requires flexibility to work varied shifts, including evenings and weekends.

Key Responsibilities

Dispatch & Scheduling

• Review incoming service calls, determine urgency, and schedule calls appropriately.
• Dispatch service calls to technicians and Flex Labor Partners and monitor assignments through completion.
• Coordinate with technicians, internal business teams, and customers regarding scheduling and service needs.
• Contact customers with estimated technician arrival times as necessary.
• Utilize knowledge of technician coverage and geographic territories to improve scheduling and resource efficiency.
• Coordinate parts ordering and shipments with technicians and schedule service calls accordingly.
• Identify duplicate service calls and bundle them when appropriate.

Call Management & SLA Monitoring

• Monitor the Call Management System in real time to ensure Service Level Agreements (SLAs) are being met.
• Ensure available technicians are actively assigned to service calls.
• Monitor scheduling gaps or white space to maximize technician productivity and resource utilization.
• Monitor incomplete service calls and escalate issues until they are resolved.
• Document technician unavailability within the Call Management System during emergency situations according to established procedures.
• Communicate technician availability issues to the appropriate internal teams.

Customer Service & Issue Resolution

• Proactively identify and resolve scheduling and service-related issues.
• Escalate urgent customer service needs and technician-related issues or concerns to the appropriate management team.
• Document customer dissatisfaction and field-related issues and communicate them to the appropriate team for follow-up.
• Document positive customer feedback and recognize technicians for strong performance.
• Maintain professional communication with customers, technicians, suppliers, and internal stakeholders.

Reporting & Communication

• Participate in conference calls regarding service operations and customer needs.
• Provide analysis and updates related to:
  • Call volumes
  • High-priority customers
  • Known service issues
  • Technician availability
  • Service performance
• Perform other duties as assigned.

Required Qualifications

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

Education

• Associate degree preferred, or relevant equivalent experience.

Schedule & Travel

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