Lead Dispatcher
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Pay & Benefits:
- Full medical, dental, vision, life insurance plans, and employee assistance programs
- 401k with company matching
- Sick time: 40 hours front-loaded when you reach 90 days
- Paid time off: floating holidays & vacation starts accruing after 90 days
Responsibilities:
- Oversee the service and repair dispatch board, ensuring calls are scheduled efficiently and technician coverage is properly balanced
- Serve as the primary point of escalation for scheduling conflicts or complex issues on the service and repair board
- Dispatch and debrief service and repair technicians after completion of each call when needed
- Monitor job progress and adjust technician schedules as needed
- Assist with prioritizing emergency and high-priority calls
- Serve as a liaison between technicians, customers and internal departments
- Train and mentor dispatchers supporting the service and repair board on systems, processes, and best practices
- Calculate and report on key metrics for the service and repair board, including arrival times and technician performance
- Identify process improvements and help implement policy or procedure changes for service and repair dispatch operations
- Assist management with scheduling conflicts, staffing needs, and daily oversight of the service and repair board
Qualifications:
- 4 or more years of experience as a Dispatcher, including prior experience mentoring or leading others
- Exceptional customer service and conflict-resolution skills
- Strong organizational and multitasking abilities in a fast-paced environment
- Service Titan experience required
Physical Requirements:
- Must be able to lift, push, pull, and/or move up to 25 pounds.
- Regularly required to sit, walk, stand, stoop, bend, squat, open doors, and climb/descend stairs.
- Operate standard office equipment (computers, phones, copier, fax machine or scanner).
Environmental Conditions:
- Climate-controlled Office setting.