Dispatcher Lead
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Job Location:
Dallas, IA - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Almcoe Refrigeration Company a Smart Care company is looking for a Dispatch lead in the Dallas TX market. The Dispatch Team Lead plays a critical leadership role in supporting field operations technician productivity customer satisfaction and billing accuracy. This position leads the Dispatch team drives efficiency through analytical scheduling decisions actively interacts with customers to resolve service issues and ensures work orders and third-party portals are accurate complete and compliant. The Dispatch Team Lead directly impacts technician commute times travel efficiency first-time fix rate and overall service execution.
- Lead coach and develop the Dispatch team to ensure consistent execution of dispatch standards and expectations.
- Provide daily direction prioritization and guidance to dispatchers throughout the workday.
- Build strong working relationships with technicians service leadership parts teams billing teams and customers.
- Enforce technician check-in and check-out compliance for every work order.
- Escalate repeated non-compliance issues to Field Service Managers or Service Managers.
- Serve as a point of contact for customers when service issues delays or concerns arise.
- Proactively communicate with customers regarding technician arrival times schedule changes and service status.
- Ensure customer expectations are clearly communicated to dispatchers and technicians.
- Review and interpret dispatch scheduling and performance reports to identify trends and inefficiencies.
- Analyze technician travel time commute patterns and routing data to improve daily scheduling outcomes.
- Ensure dispatchers are validating work orders for completeness accuracy and compliance before billing.
- Review and validate work orders against third-party portals (e.g. Corrigo ServiceChannel Salesforce) to ensure alignment with internal systems.
- Monitor and correct discrepancies related to labor travel time parts refrigerant photos and documentation.
- Identify trends in rejected or disputed invoices and implement corrective actions.
Core Competencies & Skills
- Strong analytical skills with the ability to read interpret and act on operational reports
- Proven ability to coach lead and hold teams accountable
- Strong customer service and issue-resolution skills
- High attention to detail with a focus on work order and billing accuracy
- Proactive problem solver with a continuous improvement mindset
- Excellent communication and relationship-building skills
- Ability to remain calm decisive and effective in a fast-paced service environment
Minimum Requirements
- High school diploma or equivalent required.
- Minimum of 2 years of dispatch service coordination or field operations experience in a service-based industry (HVAC refrigeration facilities utilities or similar).
- Prior leadership or lead experience (formal or informal) coaching directing or mentoring team members.
- Proficiency in Microsoft Office (Excel Outlook Teams) and dispatch or field service management systems.
- Availability to support business hours aligned with technician operations.
About Smart Care
Smart Care is a national repair and service provider for commercial foodservice refrigeration and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment stand-alone refrigeration specialty coffee and beverage complex rack refrigeration and HVAC.
Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Cares application or hiring process due to a disability please contact the Human Resources department at .
Key Skills
- Typing
- Data Entry
- Customer Service
- AS400
- Transportation Management Systems
- Computer Skills
- Paratransit
- Microsoft Outlook
- Computer Literacy
- Dispatching
- Logistics
- Phone Etiquette
About Company
Let Smart Care be the service provider for all your commercial kitchen, refrigeration and HVAC equipment repair needs. Skilled coverage offered nationwide.
