Dispatcher 2

CoolSys • Anaheim, CA

1d • $25 - $38 • Onsite

About The Position

The Dispatcher 2 is responsible for overseeing the daily coordination and distribution of work to Technicians, ensuring efficient service delivery, and supporting dispatch team operations. This role acts as a key point of contact between dispatchers, Service Managers, and Technicians- providing guidance, resolving escalations, and driving adherence to service standards. The Dispatcher 2 plays a pivotal role in optimizing resource allocation, maintaining customer satisfaction, and ensuring seamless operations in line with company policies and procedures.

Requirements

• High school diploma or equivalent experience.
• 3–5 years of experience in dispatch operations, customer service, or a related field, preferably in a technical service environment.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail for accurate scheduling and reporting.
• Excellent communication skills, both written and verbal, with the ability to maintain professional relationships with customers and internal teams.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Demonstrated ability to work collaboratively in a team environment and provide mentorship to peers.
• Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on-call shifts as needed.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Proficiency in using typical business tools including E-Mail, Word, Excel, etc.

Nice To Haves

• Associate’s degree or technical certification in a related field, preferred.
• Technical (refrigeration) expertise, preferred.

Responsibilities

• Independently evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints.
• Use independent discretion in directing service calls to technicians, balancing their skills, workloads, geographic locations, and availability to optimize efficiency.
• Collaborate with Service Managers and dispatch team members to resolve escalations and ensure alignment of resources with operational needs.
• Ensure compliance with service level agreements (SLAs) and take proactive steps to address potential delays or missed commitments.
• Serve as a point of escalation for complex or high-priority service issues, providing solutions to ensure timely resolution.
• Generate and review operational performance reports, identifying opportunities for improvement and recommending actionable solutions.
• Conduct regular reviews of incomplete service calls, ensuring timely follow-up and resolution.
• Assist in maintaining and updating the “on-call” schedules and verifying appropriate coverage for all service areas.
• Support the scheduling and completion of preventative maintenance tasks in collaboration with Service Managers.
• Develop a thorough understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency.
• Provide mentorship and training to dispatch team members, ensuring consistent application of best practices and policies.
• Perform additional tasks and responsibilities as assigned to support the team and operations.

Benefits

• Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K)
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees