Dispatcher

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 role 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, and detail-oriented professional who can effectively manage multiple priorities in a fast-paced environment. This 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 scheduling activities with technicians, customers, and internal business teams.
• Contact customers with estimated technician arrival times as necessary.
• Utilize knowledge of technician coverage and geographic territories to maximize 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.
• Continuously monitor scheduling gaps or white space to maximize technician productivity.
• Monitor incomplete service calls and escalate issues until resolution.
• Document technician unavailability in the Call Management System during emergency situations according to established procedures.
• Notify appropriate internal teams of technician availability issues or other circumstances affecting service delivery.

Customer Service & Issue Resolution

• Proactively identify and resolve scheduling and service-related issues.
• Escalate urgent 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 technician recognition 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 critical-thinking skills.
• Ability to apply 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 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.