Dispatch Coordinator / Service Call Dispatcher
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Job Location:
Clearwater - USA
Monthly Salary:
$ 20 - 24
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role Summary
The Service Dispatcher ensures customer requests are acknowledged quickly and routed to the right technician at the right time. This role is administrative (no technical troubleshooting required) and focuses on queue monitoring scheduling communication and SLA adherence across a managed IT service desk.
Role Tasks
- Monitor intake channels (phone shared inboxes ticket queues) and create/validate tickets with accurate contact site category and priority.
- Dispatch & schedule technicians based on availability skills location and SLA/priority; coordinate calendars and send confirmations.
- Acknowledge all requests promptly set expectations/ETAs perform follow-ups and handle reschedules.
- Prioritize work (P1/P2 incidents outages VIPs) according to playbooks; escalate to the Service Desk Coordinator/Team Lead when thresholds are met.
- Maintain clean data: required ticket fields time entries present work types/board/status set correctly correct client/site mapping.
- Track real-time status of technicians (in call onsite remote in transit) proactively re-balance assignments to protect SLAs.
- Coordinate logistics for onsite dispatch (access instructions point of contact vendor RMAs shipping/pickup parts availability).
- Close tickets administratively (confirmation of resolution documentation present customer follow-up sent surveys triggered).
- Contribute to playbooks/SOPs; suggest improvements to intake triage and dispatch workflows.
Role Recommendations
- 1 year in dispatching scheduling call center coordinator or receptionist roles (MSP/service desk experience is a plus but not required).
- Clear professional phone and written communication; calm under pressure and customer-centric.
- Multi-tasking & prioritization skills; comfortable juggling phones inbox and live board simultaneously.
- Experience with ticketing/scheduling tools (Microsoft Dynamics/ConnectWise Manage preferred; other tools acceptable).
- Proficient with Microsoft 365 (Outlook Teams Excel); typing speed 45 WPM.
- Schedule flexibility to cover an 8-hour shift between 7:00am7:00pm ET
- High school diploma or equivalent; background check required.
Required Experience:
IC
Key Skills
- Senior Care
- Customer Service
- Developmental Disabilities Experience
- Computer Skills
- Microsoft Outlook
- Case Management
- Computer Literacy
- Dispatching
- Home Care
- Administrative Experience
- Social Work
- Word Processing
About Company
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