Dispatcher (2176)

Kooner Fleet Management Solutions•Sacramento, CA

4d•$23 - $25•Onsite

About The Position

As a Dispatcher, you’ll work in a fast-paced contact center environment handling both emergency breakdowns and scheduled service. Our technicians work out of service trucks, so every job depends on dispatch getting the details right the first time. You’ll balance urgent calls against planned work, exercise sound judgment on technician assignments, and remain composed while managing competing priorities and service disruptions. This role suits someone who enjoys coordinating service, solving problems, and communicating with customers and technicians. You will actively manage assigned service requests from intake through completion or a documented handoff, keeping work moving, maintaining accurate records, and escalating barriers promptly. Success requires timely action, sound judgment, clear communication, and consistent follow-through.

Requirements

High school diploma or equivalent
1+ year of dispatch, service coordination, or high-volume customer service experience
Clear, calm phone presence, including with stressed or frustrated callers
Ability to manage multiple active service requests, reprioritize quickly, and make decisions with limited supervision
Demonstrated ownership of outstanding tasks, including follow-up and timely escalation when assistance is needed.
Willingness to participate in training, cross-training, coaching, and quality reviews, and to identify recurring problems and improvement opportunities.
Strong attention to detail and accurate data entry
Comfortable with Microsoft Office, dispatch systems and learning new software quickly

Nice To Haves

Dispatch experience in mobile repair, roadside assistance, towing, or trucking preferred

Responsibilities

Service intake and prioritization: Answer inbound calls, emails, and portal requests from fleet customers, drivers, and brokers. Collect and verify required service information: exact location, unit and VIN, symptoms, fault codes, load status, and safety concerns. Triage each request by urgency (driver stranded on a highway vs. scheduled PM) and set clear expectations with the customer. Confirm authorization, PO numbers, and billing details before work begins.
Dispatch and coordinate: Assign work based on technician availability, qualifications, location, remaining shift capacity, and service requirements. Verify schedules before assignment and coordinate capacity or scheduling exceptions with the Dispatch Lead and Field Manager. Track technicians and service trucks in real time using GPS and dispatch software, and re-route as priorities change. Coordinate parts with the parts team and vendors so technicians arrive equipped to finish the job. Arrange towing or refer to a partner shop when a repair can’t be completed on-site. Build and adjust the daily schedule for preventive maintenance, DOT inspections, and fleet yard visits. Monitor open and aging work orders throughout the shift. Follow up on delays, pending approvals, and scheduling barriers, and escalate issues that put service commitments at risk.
Customer and technician communication: Give customers accurate ETAs and proactive updates on delays, findings, and completion. Relay technician findings and repair estimates to customers and obtain approval for additional work. Handle concerns and complaints professionally, escalating to a supervisor when needed. Complete clear shift handoffs covering open work, urgent issues, pending approvals, technician availability, and next actions. Confirm who is responsible for outstanding follow-up.
Work-order documentation and accuracy: Create and maintain accurate work orders in FleetIQ and other designated systems. Document current status, contacts made, delays, decisions, next steps, the person responsible, and the next follow-up time. Make sure job notes, photos, labor time, and parts used are complete to support accurate and timely invoicing. Maintain accurate system records and meet established expectations for responsiveness, work quality, customer communication, and follow-through. Monitor technician hours and follow safety procedures for roadside work. Follow approved procedures for reassignment, rescheduling, cancellation, and closeout, preserving work-order history and avoiding unnecessary duplicate records.