Service Dispatcher

Position Summary

Key Responsibilities

• Schedule and dispatch service technicians to customer locations based on priority, geography, and technician availability.
• Monitor daily schedules and adjust routes as needed due to emergencies, weather, or changing customer needs.
• Cook up service calls, maintenance visits, repairs, openings, closings, and renovation appointments.
• Communicate schedule updates and changes to field staff throughout the day.

Customer Service

• Answer incoming customer calls and emails professionally and promptly.
• Create service work orders and accurately enter customer information into company systems.
• Provide customers with appointment details, service updates, and estimated arrival times.
• Resolve scheduling concerns and escalate customer issues when appropriate.

Operational Support

• Maintain accurate records of service requests, technician assignments, and job completion status.
• Track open work orders and follow up to ensure timely completion.
• Aid in planning technician workloads and maximizing daily productivity.
• Cook up with warehouse and operations teams regarding materials, equipment, and inventory needed for scheduled work.

Administrative Duties

• Update scheduling software, CRM, and service management systems.
• Prepare reports related to technician productivity, service volume, and scheduling metrics.
• Aid in invoicing support, documentation, and other administrative tasks as assigned.
• Support continuous improvement initiatives to enhance scheduling efficiency and customer satisfaction.

Qualifications

• A high school diploma or equivalent is required.
• Previous dispatching, scheduling, customer service, or administrative experience is preferred.
• Strong organizational and multitasking abilities are necessary.
• Excellent verbal and written communication skills are essential.
• Proficiency with Microsoft Office (Excel, Outlook, Word) is required.
• The ability to learn scheduling, dispatching, and ERP software systems is desired.
• Experience in service, construction, field operations, transportation, HVAC, landscaping, pool service, or related industries is a plus.

Desired Skills

• A strong attention to detail is a must-have.
• The ability to prioritize work in a fast-paced environment is crucial.
• A problem-solving mindset and ability to make quick decisions are valued.
• A customer-first attitude is expected.
• A team-oriented and dependable demeanor is important.
• Comfortable communicating with field employees and customers throughout the day is desired.

Physical Requirements

• Primarily office-based work.
• Ability to sit for extended periods while using a computer and phone.
• Occasional lifting of office supplies or materials up to 25 pounds.

Benefits

• Competitive pay.
• Medical, Dental, and Vision Insurance.
• 401(k) with Company Match.
• Paid Time Off.
• Paid Holidays.
• Employer-Paid Life Insurance.

Opportunities for Growth and Advancement