Dispatch Specialist (Detroit, MI)

Proof•Detroit, MI

2d•Onsite

About The Position

A Dispatch Specialist I is the front line of Proof's marketplace. You ensure all service of process jobs in your territory are successfully dispatched by connecting job opportunities with independent contractor process servers. You negotiate fairly with both clients and servers and learn from every job outcome. Your work directly shapes the client experience, server relationships, and marketplace economics in the territory you own.

Requirements

1–3 years of professional experience (dispatch, logistics, operations, customer service, or related).
Strong verbal and written communication skills.
Comfortable making outbound phone calls every day.
Experience or natural ability building trust-based relationships, especially with independent contractors or other partners.
Excellent time management and organizational skills; able to manage multiple priorities under tight deadlines.
Comfortable in fast-paced environments with frequent change.
Proficiency in MacOS and Google Suite (Gmail, Sheets, Docs, Slides).
Rapid learner — able to embrace new technology and new procedures quickly.

Nice To Haves

Bachelor's degree.
Experience in dispatch, logistics, or operations.
Experience on a marketplace or gig economy platform.
Familiarity with business intelligence tools for self-serve analytics.

Responsibilities

Own a territory. Become the subject-matter expert on the operational requirements (e.g., regional licensing and coverage rules) for the regions you're assigned.
Keep jobs moving and own your queue. Match every job in your territory to a process server quickly and manage your dispatch requests so work doesn't pile up.
Meet SLA targets and make the best decision for our clients and the process servers.
Build relationships with servers. Servers are independent contractors who choose which jobs to take. Call, text, and email them respectfully and professionally. Take notes on their preferences. Find solutions that work for both sides of the marketplace.
Communicate with clients. Handle client conversations by phone and email, negotiating the path that works best for everyone.
Negotiate fair pricing. Set prices that work for the server and the business, and hold the line when it counts.
Document everything. Keep records of client and server communications and the decisions you made on the job.
Improve as you go. Spot inefficiencies in your workflow. Share pricing and network gaps with the broader team to strengthen the market.
Support your peers. Help teammates solve problems when they ask. Contribute to an overall team that runs better because you're on it.
Use data to learn. Use data and dashboards to track your own performance, identify trends, and improve your decisions and workflows.