Dispatch Coordinator

Sunrise Irrigation LLC • Palm Harbor, FL

5d • $60,000 - $75,000 • Onsite

About The Position

The Dispatch Coordinator is responsible for the efficient coordination and scheduling of service appointments for our technicians. This role involves managing communication with customers, optimizing technician routes, and addressing any operational issues to ensure high levels of customer satisfaction and operational efficiency.

Requirements

• High School Diploma or GED.
• Authorized to legally work in the U.S.
• Proven experience in a dispatch or coordination role, preferably in a service-oriented environment.
• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities.
• Proficiency in scheduling software and tools.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• A positive attitude and commitment to customer satisfaction.

Nice To Haves

• ServiceTitan experience

Responsibilities

• Coordinate and schedule service appointments based on customer requests, service agreements, and priority levels.
• Confirm appointment times with customers and provide updates on technician availability.
• Act as the primary point of contact for customers, technicians, and other departments regarding scheduling and service requests.
• Communicate effectively and professionally through various channels including phone, email, chat, and in-person interactions.
• Assign and dispatch technicians to service calls based on their location, skill set, and current workload.
• Optimize routes and schedules to maximize efficiency and reduce travel time.
• Ensure high levels of customer satisfaction by addressing scheduling changes, service delays, and inquiries promptly.
• Maintain a positive and helpful attitude in all customer interactions and strive to exceed customer expectations.
• Resolve scheduling conflicts, emergency service requests, and other operational issues efficiently.
• Collaborate with supervisors and technicians to find creative solutions to scheduling challenges.
• Work closely with service technicians, managers, and administrative staff to ensure seamless coordination.
• Support field staff by relaying important information and adjusting schedules as needed.
• Represent Sunrise Irrigation professionally and positively in all interactions.
• Adhere to company policies, procedures, and ethical standards in all aspects of the role.
• Identify opportunities for process improvements in dispatch operations to enhance efficiency and customer satisfaction.
• Participate in training programs and workshops to expand knowledge and skills in dispatch coordination.
• Meet or exceed performance goals related to service response times, scheduling accuracy, customer service metrics, average ticket value, and percentage of company revenue.
• Strive for continuous improvement in performance and contribute to the success of the dispatch team.
• Utilize critical thinking and problem-solving skills to address customer issues and find appropriate resolutions.
• Proactively identify recurring issues and suggest improvements to enhance customer satisfaction.

Benefits

• Base salary based on experience and qualifications.
• Annual performance bonus opportunity.
• Comprehensive benefits including health, dental, vision, 401(k) with match, paid time off, company events and a vibrant company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED