Dispatch Operations Specialist

The Dispatch Operations Associate is responsible for coordinating service requests scheduling field technicians and ensuring efficient dispatch operations to support timely service delivery. This role serves as a key liaison between customers field technicians and internal teams maintaining clear communication monitoring service progress and contributing to overall operational efficiency and customer satisfaction.

Key Responsibilities:

• Schedule and dispatch field service technicians based on service priorities availability and geographic coverage.
• Monitor technician schedules and optimize assignments to ensure efficient service delivery.
• Coordinate service appointments with customers and internal stakeholders.
• Track and manage open service tickets ensuring timely follow-up and resolution.
• Maintain accurate and up-to-date records within dispatch CRM and service management systems.
• Provide timely updates regarding service status delays and schedule changes to customers and management.
• Review work orders for accuracy completeness and proper documentation.
• Support field technicians by providing relevant job information documentation and logistical assistance.
• Escalate urgent service concerns and operational issues to the appropriate teams for prompt resolution.
• Maintain reporting file related to scheduled work orders.
• Collaborate with cross-functional teams to support service goals and improve operational processes.
• Provide cross-functional support by assisting with various back-office operations adapting to new processes and systems and performing additional duties as assigned to meet business needs and ensure operational continuity.
• Ability to handle occasional inbound and outbound calls while managing administrative and dispatch responsibilities.

• Minimum of 12 years of experience in dispatching scheduling customer service logistics service coordination or a related field.
• Strong organizational skills with the ability to effectively manage multiple task and priorities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications particularly Excel and Outlook.
• Experience using CRM platforms ticketing systems or dispatch management software is preferred.
• Ability to work efficiently in a fast-paced and dynamic environment.
• Strong attention to detail problem-solving and decision-making skills.
• Amenable to working night shifts including holidays as required by business operations.
  
  Preferred Skills:
• Experience supporting field service or workforce management operations.
• Understanding of Service Level Agreements (SLAs) and performance metrics.
• Reporting data analysis and performance tracking experience.
• Ability to coordinate effectively with multiple departments and remote field personnel.
• Experience handling time-sensitive service requests and escalations.

• Earn up to 30k!

• Work Setup:Onsite
• Work Schedule:Night Shift

• Legal Benefits:
  HMO with 1 free dependent upon hire
  Life Insurance
  20 PTO credits annually
  Night Differential

• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning

Required Experience:

IC