Dispatcher and Customer Service Specialist

Smart Care • Albany, NY

7d • Onsite

About The Position

The Dispatcher and Customer Service Specialist coordinates service technicians and customer support for Horizon Bradco, a Smart Care Solutions company, in Albany, New York. The role helps keep restaurants, cafeterias, and commercial kitchens operating smoothly by coordinating schedules, managing technician routes, supporting technicians, and resolving real-time service challenges. The position is part of a fast-paced dispatch environment, with comprehensive training and ongoing support, and opportunities to advance into senior dispatcher, operations, and management roles.

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Its mechanical services include hot-side cooking equipment, stand-alone refrigeration, specialty coffee and beverage equipment, complex rack refrigeration, and HVAC. Smart Care is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodations during the application or hiring process for applicants with disabilities.

Requirements

• High school diploma or equivalent.
• 1–2 years of experience in dispatching, customer service, restaurant operations, or another fast-paced, customer-focused environment.
• Proficiency with Microsoft Office and Windows-based systems, and the ability to quickly learn new tools and technology.
• Strong communication skills and the ability to build positive relationships with customers and technicians.
• Excellent organizational and multitasking abilities, including the ability to balance changing priorities.
• Strong problem-solving skills and attention to detail.
• Team-oriented mindset and a passion for delivering exceptional customer service.
• Regular ability to sit, talk, hear, and use a computer, telephone, and other office equipment; occasional ability to stand, walk, bend, stoop, reach, and lift or move materials weighing up to 35 pounds. The position may involve light physical labor.

Nice To Haves

• Associate or bachelor's degree.
• Experience with SAP, EAP, or other dispatching or transportation management systems.

Responsibilities

• Coordinate and dispatch Service Technicians to customer locations while balancing priorities, technician skills, and service commitments.
• Serve as the central point of contact for technicians across the assigned territory, providing support and guidance throughout the day.
• Build efficient schedules and travel routes to maximize productivity, reduce drive time, and ensure timely customer service.
• Keep customers and technicians informed by providing updates and managing expectations.
• Monitor service activity in real time, adjust schedules proactively, and resolve issues to keep work moving smoothly.
• Help the team meet performance goals while delivering outstanding customer satisfaction.

Benefits

• 401(k)
• Paid time off
• Comprehensive health coverage
• Comprehensive training and ongoing support
• Opportunities for advancement into senior dispatcher, operations, and management positions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED