Dispatcher

Kodiak Building Partners•Pittsburgh, PA

6d•Onsite

About The Position

Don’s Appliances is seeking a Service Dispatcher to coordinate daily service operations for appliance repair technicians. This position manages service call scheduling, technician routes, customer communication, and updates within the service management system. The Dispatcher serves as the central link between customers, technicians, and internal departments to maintain efficient operations and a high level of customer satisfaction.

Requirements

High school diploma or equivalent required; associate’s degree preferred.
2+ years of dispatching, scheduling, or customer service experience (appliance, HVAC, or similar service industry preferred).
Strong multitasking, communication, and problem-solving abilities.
Proficient in Microsoft Office, CRM, and service management software (EPASS preferred).
Ability to multitask, prioritize, and remain calm under pressure.
Excellent communication and phone skills.
Excellent problem-solving and customer-relationship skills.
Team-oriented with a positive, professional attitude.
Valid Driver’s License

Responsibilities

Schedule daily service calls and assign them to technicians based on skill set, territory, and workload.
Monitor technician progress in real time and adjust routes or appointments as needed.
Manage cancellations, reschedules, and add-on calls throughout the day.
Contact customers by phone, email, text, or scheduling software to confirm appointments, provide ETA updates, and handle any scheduling changes.
Respond promptly and professionally to customers’ scheduling inquiries or concerns.
Coordinate follow-up service appointments between technicians, customers, and the service department.
Serve as the main point of contact for technicians in the field regarding reschedules or route adjustments.
Update service tickets, notes, and call statuses in the dispatch software (e.g., EPASS).
Collaborate with the Parts Department, Customer Service team, and Service Management to maintain a smooth workflow and clear communication.
Perform additional duties assigned to support the overall success of the Service Department.
Other duties and projects as assigned.