Dispatch Operations Specialist

SuperStaff

7d•$30,000•Onsite

About The Position

The Dispatch Operations Associate is responsible for coordinating service requests, scheduling field technicians, and ensuring efficient dispatch operations to support timely service delivery. This role serves as a key liaison between customers, field technicians, and internal teams, maintaining clear communication, monitoring service progress, and contributing to overall operational efficiency and customer satisfaction.

Requirements

Minimum of 1–2 years of experience in dispatching, scheduling, customer service, logistics, service coordination, or a related field.
Strong organizational skills with the ability to effectively manage multiple task and priorities.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office applications, particularly Excel and Outlook.
Ability to work efficiently in a fast-paced and dynamic environment.
Strong attention to detail, problem-solving, and decision-making skills.
Amenable to working night shifts, including holidays as required by business operations.

Nice To Haves

Experience using CRM platforms, ticketing systems, or dispatch management software is preferred.
Experience supporting field service or workforce management operations.
Understanding of Service Level Agreements (SLAs) and performance metrics.
Reporting, data analysis, and performance tracking experience.
Ability to coordinate effectively with multiple departments and remote field personnel.
Experience handling time-sensitive service requests and escalations.

Responsibilities

Schedule and dispatch field service technicians based on service priorities, availability, and geographic coverage.
Monitor technician schedules and optimize assignments to ensure efficient service delivery.
Coordinate service appointments with customers and internal stakeholders.
Track and manage open service tickets, ensuring timely follow-up and resolution.
Maintain accurate and up-to-date records within dispatch, CRM, and service management systems.
Provide timely updates regarding service status, delays, and schedule changes to customers and management.
Review work orders for accuracy, completeness, and proper documentation.
Support field technicians by providing relevant job information, documentation, and logistical assistance.
Escalate urgent service concerns and operational issues to the appropriate teams for prompt resolution.
Maintain reporting file related to scheduled work orders.
Collaborate with cross-functional teams to support service goals and improve operational processes.
Provide cross-functional support by assisting with various back-office operations, adapting to new processes and systems, and performing additional duties as assigned to meet business needs and ensure operational continuity.
Ability to handle occasional inbound and outbound calls while managing administrative and dispatch responsibilities.