Dispatcher

About the role

We are seeking a dedicated Dispatcher to enhance our Contact Center and improve customer interactions during appointment scheduling. The role focuses on addressing missed SLAs, ensuring 100% entitlement of jobs, and enhancing customer experiences through effective communication with onshore schedulers.

Responsibilities

• Take inbound calls from customers or technicians regarding their appointments.
• Call customers to schedule appointments for the IHT team based on claims from the contact center.
• Create appointments in Oracle and assign them to technicians considering territories, skillsets, and availability.
• Confirm customer service addresses, phone numbers, and gather all necessary details for successful appointment completion.
• Contact customers within one hour of claim creation and assign tasks to 3rd party contractors if IHT cannot meet SLAs or if the appointment is outside IHT's scope of work.

Requirements

• 1–3+ years of recent high-volume scheduling or dispatch experience.
• Proficiency in customer service, schedule planning, and Microsoft Office.
• Experience with scheduling coordination and inbound call management.
• HS Diploma or GED required.

Schedule

Work hours are Monday through Friday, 10:30 AM to 7:00 PM, with work-from-home options on Mondays and Fridays. During peak seasons, mandatory overtime includes one Saturday and one Sunday, alternating every 4–6 weeks with the team; these overtime days are also work-from-home.

Work environment

The brand-new office features a coffee shop, convenience store, modern pit-style layout, vibrant energy, and a well-equipped kitchen with a coffee machine.

Pay

The pay range for this position is $22.00/hr. Individual compensation within this range depends on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Location

Permanent, hybrid position based in Naperville, IL. Application deadline: November 2, 2026.