Dispatcher

ITW•Long Island, NY

27d

About The Position

The Dispatcher coordinates dispatch operations to ensure timely and efficient service delivery to customers. The role involves frequent interaction with internal staff and ongoing communication with customers and external partners, requiring professionalism, courtesy, tact, and discretion when handling sensitive or confidential information. The position supports operational efficiency and high standards of customer service. The incumbent responds to service requests, logs customer calls, coordinates and schedules service calls, assigns priorities, dispatches technicians, and follows up on parts orders and completed service calls. The role also maintains equipment and inspection records, communicates with customers about estimates, equipment, and service completion, supports related operational activities, schedules preventative maintenance, prepares repair quotes, and processes customer invoices and third-party billing. Additional responsibilities or special projects may be assigned based on business needs and the incumbent’s level and experience.

Requirements

High school diploma or GED.
1–2 years of dispatching experience.
Demonstrated accuracy, thoroughness, and attention to quality.
Ability to meet productivity standards and complete work in a timely manner.
Reliable attendance and punctuality.
Ability to follow instructions, respond to management direction, and take responsibility for one’s actions.
Teamwork skills, including openness to others’ views, giving and welcoming feedback, supporting team goals, and keeping commitments.
Ability to commit to extended work hours when necessary to reach goals.

Nice To Haves

Vocational training or an associate degree is preferred.

Responsibilities

Respond to incoming service requests and accurately log customer calls into the system.
Coordinate and schedule service calls, assign priorities, and dispatch technicians as needed.
Monitor and follow up on parts orders to support timely service completion and customer satisfaction.
Maintain and update inspection lists and equipment records.
Manage equipment files and communicate with customers regarding estimates, new equipment, and service completion.
Assist with consignment tracking, customer inquiries, shipping and receiving, and call handling.
Provide training and cross-training to employees as requested.
Follow up on completed service calls to confirm customer satisfaction and identify opportunities for service agreements.
Process and distribute customer invoices.
Manage third-party billing activities.
Schedule preventative maintenance services.
Prepare and provide repair quotes to customers.