Dispatcher (2176)

About the role

Kooner Fleet Management Solutions is a fast‑growing national provider of on‑site fleet maintenance, preventative service, and mobile repair solutions. As a Dispatcher you will work in a fast‑paced contact center handling emergency breakdowns and scheduled service, balancing urgent calls against planned work, assigning technicians based on availability and qualifications, tracking jobs in real time, coordinating parts and towing, and maintaining accurate work‑order documentation while communicating clearly with customers and technicians.

Responsibilities

• Answer inbound calls, emails, and portal requests from fleet customers, drivers, and brokers; collect and verify service information (location, unit/VIN, symptoms, fault codes, load status, safety concerns).
• Triage each request by urgency and set clear expectations with the customer; confirm authorization, PO numbers, and billing details before work begins.
• Assign work based on technician availability, qualifications, location, remaining shift capacity, and service requirements; verify schedules and coordinate exceptions with the Dispatch Lead and Field Manager.
• Track technicians and service trucks in real time using GPS and dispatch software; re‑route as priorities change.
• Coordinate parts with the parts team and vendors so technicians arrive equipped to finish the job.
• Arrange towing or refer to a partner shop when a repair cannot be completed on‑site.
• Build and adjust the daily schedule for preventive maintenance, DOT inspections, and fleet yard visits; monitor open and aging work orders throughout the shift.
• Follow up on delays, pending approvals, and scheduling barriers; escalate issues that put service commitments at risk.
• Provide customers with accurate ETAs and proactive updates on delays, findings, and completion; relay technician findings and repair estimates to customers and obtain approval for additional work.
• Handle concerns and complaints professionally, escalating to a supervisor when needed.
• Complete clear shift handoffs covering open work, urgent issues, pending approvals, technician availability, and next actions; confirm responsibility for outstanding follow‑up.
• Create and maintain accurate work orders in FleetIQ and other designated systems; document status, contacts, delays, decisions, next steps, responsible person, and follow‑up time.
• Ensure job notes, photos, labor time, and parts used are complete to support accurate invoicing.
• Monitor technician hours and follow safety procedures for roadside work.
• Follow approved procedures for reassignment, rescheduling, cancellation, and closeout, preserving work‑order history and avoiding duplicate records.

Requirements

• High school diploma or equivalent.
• 1+ year of dispatch, service coordination, or high‑volume customer service experience.

Qualifications

• Dispatch experience in mobile repair, roadside assistance, towing, or trucking preferred.
• Clear, calm phone presence, including with stressed or frustrated callers.
• Ability to manage multiple active service requests, reprioritize quickly, and make decisions with limited supervision.
• Demonstrated ownership of outstanding tasks, including follow‑up and timely escalation when assistance is needed.
• Willingness to participate in training, cross‑training, coaching, and quality reviews, and to identify recurring problems and improvement opportunities.
• Strong attention to detail and accurate data entry.
• Comfortable with Microsoft Office, dispatch systems, and learning new software quickly.

Benefits

• 401(k) with company match.
• Medical, Dental, and Vision coverage after just 30 days.
• Paid vacation time, paid sick time, and paid holidays.
• Life & Disability Insurance.
• Employee Assistance Program.
• Referral bonus: $500 per successful hire (no limits).
• Career growth opportunities in a rapidly expanding, forward‑thinking organization.

Pay

$23‑$25 per hour; weekly paydays every Friday.

Schedule

Four‑day, 10‑hour shifts with the following rotating patterns: