Dispatcher

Aston Carter•Warrenville, IL

2d•$20 - $22•Onsite

About The Position

The Dispatcher plays a key role in improving the customer experience and operational efficiency of the appointment scheduling process. In this role, you contact customers to schedule appointments for in-home technicians, create and manage appointments in Oracle, and ensure a smooth handoff from the contact center to the field team. You help reduce missed service-level agreements and missed appointments by scheduling accurately, confirming details, and coordinating with internal technicians and third-party contractors as needed.

Requirements

1–3 years of customer service experience, ideally in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.
Experience with scheduling coordination or dispatching in a contact center or similar operational environment.
Ability to handle inbound and outbound calls with a strong customer service focus.
Strong verbal and written communication skills, with the ability to convey information clearly and succinctly.
Demonstrated ability to plan, prioritize, and organize work effectively to meet deadlines and service-level expectations.
Proven problem-solving skills, using logical and methodical approaches to find effective solutions.
Comfort working under time constraints, including contacting customers within defined timeframes after claim creation.
Ability to learn quickly when facing new problems, systems, or processes and to adapt to change.
Capability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.

Nice To Haves

Scheduling or dispatch experience in utilities, HVAC, emergency services (such as EMS, ambulance, or dispatch environments), or similar fields.
Experience using Oracle for scheduling, work order management, or related functions.
Familiarity with other utility-related systems or dispatch platforms.
Understanding of process management and an interest in refining and improving workflows.
Ability to analyze both successes and failures to identify opportunities for improvement.
Skill in setting clear objectives and goals, breaking work into steps, and developing schedules and assignments.
Strength in priority setting, with the ability to focus on what is most important and remove roadblocks.
Knowledge of how organizations operate and how to get work done through both formal processes and informal collaboration.
Motivation to grow within an organization that offers long-term career opportunities and development.

Responsibilities

Call customers promptly after claims are created by the contact center to schedule appointments for the in-home technician team.
Create and manage customer appointments in Oracle, ensuring all information is accurate and complete.
Assign appointments to technicians based on territory, skill set, and availability to optimize routing and service quality.
Confirm customer service addresses, phone numbers, and any additional details required for technicians to successfully complete their appointments.
Contact customers within one hour of claim creation to meet service-level expectations and improve customer satisfaction.
Coordinate with third-party contractors when the in-home technician team cannot meet the service-level agreement or when the appointment falls outside the internal scope of work.
Handle inbound and outbound calls in a fast-paced environment while maintaining a high level of professionalism and customer service.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate with the leadership team and colleagues and to stay aligned with company objectives.
Follow established processes and procedures for scheduling, dispatching, and documentation, while identifying opportunities for continuous improvement.
Plan and prioritize daily workload, ensuring that critical appointments and claims receive timely attention.
Collaborate with leadership and team members to resolve scheduling issues, remove roadblocks, and ensure that performance goals are met.
Apply strong problem-solving skills to address scheduling conflicts, customer concerns, and operational challenges.
Learn and adapt quickly to new systems, processes, and tools used in the scheduling and dispatch environment.
Navigate organizational structures effectively, using both formal channels and informal networks to get tasks completed efficiently.
Measure results against goals and adjust scheduling plans and priorities as needed to support overall performance and customer experience.