Dispatch Specialist

About the role

The Dispatcher Coordinator ensures efficient and effective scheduling and assignment of repair orders (ROs) to technicians, maximizing shop productivity and minimizing downtime. They coordinate workflows, monitor job progress, and maintain clear communication between technicians, service advisors, the sales department, and customers, ensuring exceptional customer service and operational efficiency.

Responsibilities

• Assign repair orders (ROs) to technicians based on skill level, availability, and job priority. Monitor job progress and ensure adherence to schedules and promised timelines. Adjust assignments as needed to accommodate delays, urgent repairs, or changes in priorities. Communicate clearly with technicians to set expectations and address concerns.
• Ensure the shop operates at maximum capacity by efficiently scheduling jobs. Minimize technician downtime through proactive staging and prioritization of work. Collaborate with the service manager to identify and resolve bottlenecks in workflows. Utilize dispatching tools and software to maintain accurate records and performance metrics.
• Review repair orders to confirm clarity and accuracy before assignment. Implement and maintain a priority system for job assignments, balancing urgent repairs with routine tasks. Provide feedback to service advisors when ROs need clarification or additional information.
• Maintain communication with service advisors regarding job progress and expected completion times. Escalate any delays or issues impacting customer satisfaction to the service manager. Contribute to achieving high levels of customer satisfaction by ensuring timely and accurate service delivery.
• Track and report key performance metrics, including technician productivity, efficiency, and RECT (Repair Event Cycle Time). Highlight successes and areas for improvement using data to identify patterns and recommend workflow adjustments to improve overall shop performance.
• Foster strong working relationships with technicians, service advisors, and managers. Provide input on technician performance to support training, recognition, and development initiatives. Promote a positive and collaborative team environment.

Qualifications

• Demonstrated experience in scheduling, workflow coordination, or a similar role where organizational skills and prioritization are essential.
• Strong problem-solving and decision-making skills, particularly in dynamic or fast-paced environments.
• Excellent communication and interpersonal skills to coordinate with diverse teams and customers.
• Proficiency with scheduling software, dispatch tools, or similar platforms.
• Ability to analyze data and make informed decisions to optimize operations.
• Familiarity with repair processes or technical workflows is beneficial but not required.
• Proven ability to work collaboratively and foster a positive, productive team environment.
• Ability to pass a background and drug test.
• Align with the Company’s vision, mission, and core values in all interactions.

Skills

• Organizational skills
• Problem-solving skills
• Communication skills
• Data analysis skills
• Team collaboration

Benefits

Comprehensive benefits package including medical, vision, dental, and other supplemental coverages
401K matching
Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products
Employee discounts
Company-paid life insurance
Gym membership reimbursement
Opportunities for advancement
RV Borrowing Program
Incredible Team Culture

Pay

Competitive salary commensurate with experience

Schedule

Full-time position

What We Offer

• Equal Opportunity Employer
• Military Friendly Workplace
• Transferable Military Occupations