Dispatch Coordinator

ON TRAC COMMUNICATIONS•North Kansas City, MO

1d•Onsite

About The Position

Dispatch Coordinator On Trac Communications is a privately held company that provides end to end labor solutions for the Fiber Broadband Industry. We provide design and engineering services, aerial and underground construction, in-home fulfillment installations and 24/7 service and maintenance. Our client coverage area is nationwide, and we partner with municipalities, cooperatives, cities, and private ISPs. We emphasize quality, urgency, image, customer experience, and safety through local community partnerships. Working with us means working hard, working collaboratively, and working respectfully in every interaction. We are growing and hope you'll grow with us. Our company offers competitive wages, benefits, training, and a supportive environment in which to learn, grow, and advance your career. After all, if our employees and customers succeed, then so do we. Join our team today! Position Summary The Dispatch Coordinator plays a key role in ensuring timely and efficient resolution of telecommunications service requests. This role is primarily responsible for managing ticket flow, dispatching field technicians, and maintaining clear communication between the office, field staff, and clients. The Dispatch Coordinator actively monitors systems, digital chats, and service updates to ensure work orders are assigned promptly and accurately, keeping service levels and customer satisfaction high.

Requirements

High school diploma or equivalent required
2+ years of previous telecommunications industry administrative-related experience preferred
Strong computer skills and knowledge; Proficient in MS Office, Google Suite, and Adobe software applications
Superior customer service orientation, exceptional interpersonal and collaborative skills
Excellent communication skills, both verbal and written, are required; ability to clearly, professionally, and effectively communicate technical information to a diverse audience
Positive, solutions-oriented attitude with strong analytical, and innovative problem-solving skills
Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring attention to detail.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; Ability to compute rate, ratio, and percent and to draw and interpret graphs and tables
Current valid driver’s license and ability to remain insurable under the vehicle liability policy
The selection process includes a comprehensive background investigation
This is a safety-sensitive position and employees in this position are subject to Controlled Dangerous Substance (CDS) and Alcohol testing

Nice To Haves

bachelor’s degree preferred

Responsibilities

Monitor and manage client systems to track active and incoming tickets.
Dispatch open tickets to appropriate field technicians based on skillset, location, and availability.
Maintain ongoing communication with field staff, providing relevant ticket and customer information.
Coordinate and confirm service appointments with customers.
Monitor digital chat channels for service issues and updates.
Conduct quality control checks on completed tickets to ensure accuracy and closure.
Assist with creating internal tickets and supporting escalations when needed.
Manage and route inbound/outbound communications related to service requests.