Dispatcher

Expo Home Improvement•Farmers Branch, TX

17d

About The Position

The Dispatcher is responsible for accurately placing, coordinating, and managing in-home appointments across Expo Home Improvement’s service markets. The role schedules appointments according to market guidelines, Design Consultant availability, geographic considerations, homeowner availability, and operational requirements. The Dispatcher helps maximize Outside Sales calendar capacity by placing appointments strategically, identifying scheduling gaps, and coordinating changes that improve calendar utilization. Success requires strong organization, attention to detail, sound judgment, and timely decision-making in a fast-paced environment. The Dispatcher maintains accurate appointment information in the company’s CRM and scheduling platforms, processes approved changes and reassignments, coordinates with internal teams, and escalates issues when leadership intervention is needed. The position is performed in a professional office setting and involves extensive computer use, phone calls, and cross-department coordination. Expo Home Improvement is a Texas-based residential remodeling company specializing in bathroom, kitchen, and window remodels. The company describes itself as people-first and committed to craftsmanship, customer service, lasting relationships, and positive community impact.

Requirements

Proven experience in customer service, administrative support, or scheduling is preferred.
Strong verbal and written communication skills and a friendly, professional phone manner.
Excellent organizational skills and attention to detail.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
Experience with scheduling software.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Ability to work independently and as part of a team.
Comfort working with confidential information.

Nice To Haves

Proven experience in customer service, administrative support, or scheduling.

Responsibilities

Place qualified appointments on the appropriate Design Consultant calendars following established procedures.
Assign appointments to the correct market, territory, date, time, and available calendar, following appointment slots, market guidelines, and homeowner availability requirements.
Review appointment details for completeness and accuracy before placement.
Coordinate assignments to support efficient travel, geographic coverage, and calendar utilization.
Identify and resolve scheduling conflicts, duplicate bookings, and incorrect placements.
Monitor calendar availability and identify open slots, scheduling gaps, and underutilized capacity.
Proactively fill available calendar openings with eligible appointments while maintaining appointment quality and established requirements.
Coordinate appointment moves and reassignments to improve calendar efficiency.
Identify recurring capacity challenges and communicate improvement opportunities to department leadership.
Support goals related to daily appointment issuance, calendar utilization, and net sales productivity.
Process approved appointment changes, reschedules, and reassignment requests accurately and promptly.
Coordinate with Confirmation Agents when customer availability, appointment status, or retention efforts affect calendar placement.
Communicate relevant schedule changes to appropriate internal teams.
Escalate scheduling issues requiring leadership intervention.
Maintain accurate appointment statuses and ensure changes are reflected in designated systems.
Maintain accurate scheduling records in the company CRM and designated scheduling platforms.
Verify appointment information, calendar assignments, and relevant notes; follow documentation procedures for changes, reassignments, and exceptions.
Identify and correct data discrepancies and maintain confidentiality of customer and company information.
Work with Confirmation Agents to coordinate appointment readiness and calendar placement.
Partner with Inside Sales on appointment eligibility and scheduling requirements.
Communicate with Outside Sales leadership about calendar availability, capacity constraints, and scheduling needs through established channels.
Collaborate with department leadership to identify process improvements and recurring scheduling challenges.
Follow established workflows, departmental guidelines, and leadership direction.