Dispatcher

Freedom Air and Plumbing•Albuquerque, NM

1h•$18 - $25•Onsite

About The Position

Wagner is seeking an experienced Dispatcher in Albuquerque, New Mexico, to coordinate field operations by scheduling and dispatching technicians to service calls and selecting the best-fit technician for each job. The Dispatcher serves as a key link among customers, Service Technicians, Service Managers, and the Customer Service team. The role is full-time, Monday through Friday, 8:00 AM to 5:00 PM, although the schedule may change based on business needs. The position requires working in a service center environment, with frequent headset conversations and regular computer use. Physical demands include extended periods sitting and working at a computer, occasional stair climbing, and possible moderate lifting of 15–20 pounds. The role may require working more than 40 hours per week and up to 12 hours per day. Employment is contingent on successful completion of a background check, drug screening, and motor vehicle record check.

Requirements

Previous dispatching experience.
High school diploma or GED.
Strong knowledge of Microsoft Office Suite, including Excel and PowerPoint.
Strong customer service skills.
Professional written and verbal communication, including strong English composition skills.
Excellent organization, attention to detail, and follow-through.
Ability to manage the dispatch board for the good of the branch while following operating procedures and training.
Strong interpersonal communication at professional and technical levels.
Ability to work independently and as part of a team.
Critical thinking and sound decision-making under pressure.
Good telephone etiquette and working knowledge of email systems.
Ability to build tools and processes that improve departmental efficiency.
Reliability, self-motivation, and flexibility with hours.

Nice To Haves

Associate degree.
Bilingual ability.
Experience in the trades, such as HVAC, plumbing, or electrical.
Experience with ServiceTitan.

Responsibilities

Enter and schedule service calls, and communicate proactively with technicians throughout the day.
Stay in contact with Service Technicians during their shifts by phone, text, and email.
Dispatch service calls to make the best use of the schedule while maintaining customer satisfaction.
Manage the dispatch board to keep field staff productive and improve call scheduling.
Schedule technicians’ return trips when parts arrive so they can complete jobs.
Notify customers in advance if a technician will miss the scheduled window and reschedule at the customer’s convenience.
Coordinate with the Purchasing and Warehouse Coordinator to get parts to technicians efficiently.
Follow the company’s priority service scheduling process to match technicians with appointments.
Help ensure technicians arrive at appointments on time.
Debrief technicians after calls and ensure payment is collected promptly after each job.
Address customer concerns, questions, and conflicts with clear communication until the customer is satisfied.
Work with Customer Service to book calls according to customer needs and help resolve problems.
Uphold the company Code of Ethics, Team Rules, and Team Philosophy.
Help ensure safety best practices are followed in the field.
Perform other duties as assigned.