Dispatch Representative

Position Summary

IQ Fiber is seeking a Dispatch Representative responsible for the coordination and maintenance of daily scheduled installation and service appointments and the dispatching of field technician teams. This role requires strong interpersonal skills, excellent organizational abilities, and the capacity to manage multiple competing priorities in a fast-paced environment.

Essential Duties and Responsibilities

- Receive, prioritize, and dispatch installation and service orders, assigning technicians based on urgency, skill, and availability to best meet customer needs. - Set up and manage daily and on-call schedules for all service technicians; monitor field technician status in real time to coordinate and optimize their schedules throughout the day. - Monitor incoming orders and unscheduled service calls, prioritizing and routing them efficiently to minimize customer wait times and maximize technician productivity. - Communicate clearly and effectively with technicians, customers, and multiple internal departments and leadership via phone, computer, and text. - Provide technicians with all pertinent information regarding service calls prior to dispatch; support technicians in the field to resolve scheduling or operational challenges quickly. - Ensure service orders and tickets are accurately updated and closed upon work completion; maintain attention to detail across all documentation and dispatch records.

Required Qualifications

- High school diploma or equivalent. - Proven experience as a dispatcher or in a relevant coordination role; minimum of 1 year of customer service experience. - Proficiency with Microsoft Office (Excel, Word) and computer systems used for scheduling and dispatching. - Ability to think ahead and plan efficient routes and technician assignments with strong attention to detail and a focus on continuous improvement. - Ability to prioritize and manage multiple competing priorities simultaneously with strong time management and organizational skills. - Ability to communicate clearly in oral and written formats in a high-volume, fast-paced environment. - Ability to work independently and perform effectively under stress during high-volume periods.

What Success Looks Like

- Service and installation requests are coordinated and dispatched efficiently, with technicians assigned appropriately and schedules optimized to meet customer needs. - Multiple service requests are prioritized and managed effectively, balancing urgency, workload, and resource availability in a fast-paced environment. - Communication with technicians, customers, and internal teams is clear and consistent, keeping all parties informed and aligned on job status and expectations throughout the day. - Field technicians are supported in real time, with scheduling and operational challenges resolved quickly to ensure timely job completion. - Service documentation is accurate and complete, with all orders and tickets properly updated and closed in a timely manner.