Dispatch Coordinator

Wyyerd Group LLC•Surprise, AZ

About The Position

The Dispatcher plays a vital operational role within the customer service team, serving as a primary sub-role and support partner to the Dispatch Coordinator. This position is responsible for day-to-day scheduling, routing, and dispatching for field technicians and contractor teams handling installations and trouble visits. The Dispatcher ensures efficient calendar management, rapid ticket routing, accurate work order processing, and strong communication across internal field teams and external contractors.

Requirements

Familiarity with Wyyerd's ticketing/dispatch software platforms, field operations workflows, and fiber-optic or telecom installation concepts.
Strong organizational skills with the ability to handle dynamic field schedules, prioritize urgent Loss of Service dispatches, and resolve scheduling conflicts.
Excellent verbal and written communication skills for coordinating between internal teams, field technicians, and external contractor managers.
Willingness to work flexible schedules, including evening shifts or Saturdays, to support peak operational hours and backup coverage requirements.

Responsibilities

Assist with processing, tracking, and scheduling pre-orders and leads to ensure timely service activation.
Audit next-day installation schedules for accuracy, swap appointments as needed, pull appointments forward, and manage cancel/reschedule requests.
Audit work orders to ensure completion.
Receive, prioritize, and dispatch field technicians or contractor teams for service outages, speed issues, Loss of Service (LOS) tickets, and special request tasks (e.g., fiber remediation, router relocate, site surveys).
Route return visits and 30-day post-installation issues back to the appropriate internal technicians or contractor dispatch offices.
Provide operational support and backup coverage for the Dispatch Coordinator during peak hours, shift overlaps, closing hours, weekend shifts, or time off.
Monitor calendar availability, zone constraints, and truck allocations to maximize daily completion rates and minimize technician downtime.
Maintain active communication with field ops supervisors, leads, and external contractor dispatch teams.
Actively update, tag, and track tickets within the operational platform (e.g., Intuition) to ensure no ticket sits unassigned or idle.
Coordinate schedule updates, availability windows, and return visit expectations clearly between Customer Care agents, Field Operations, and subscribers.