Dispatcher

Expo Home Improvement•Farmers Branch, TX

18d

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 strategically placing appointments, identifying scheduling gaps, and coordinating changes that improve calendar utilization. The position requires organization, attention to detail, sound judgment, and timely decision-making in a fast-paced environment. The Dispatcher also maintains accurate appointment records, communicates schedule changes, coordinates with internal teams, and escalates issues when needed. Expo Home Improvement is a Texas-based home remodeling company specializing in bathroom, kitchen, and window remodels for residential customers. The company has operated since 2006 and describes its culture as people-first, supportive, and focused on craftsmanship, customer service, growth, and community relationships.

Requirements

Proven experience in customer service, administrative support, or scheduling (preferred).
Strong verbal and written communication skills and a friendly, professional phone manner.
Excellent organizational skills and keen attention to detail.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook, and 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 according to established scheduling 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 effective 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 and evaluate options to maximize productive utilization without compromising appointment quality or requirements.
Coordinate appointment moves and reassignments to improve calendar efficiency.
Identify recurring capacity challenges and communicate improvement opportunities to department leadership.
Support departmental goals for 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 and escalate issues requiring leadership intervention.
Maintain accurate appointment statuses and reflect schedule changes in designated systems.
Maintain accurate scheduling records in the company's CRM and scheduling platforms; verify appointment information, calendar assignments, and relevant notes.
Follow documentation procedures for appointment changes, reassignments, and scheduling exceptions; identify and correct data discrepancies.
Maintain confidentiality of customer and company information.
Work with Confirmation Agents, Inside Sales, Outside Sales leadership, and department leadership to coordinate appointment readiness, eligibility, calendar capacity, scheduling needs, and process improvements.
Follow established workflows, departmental guidelines, and leadership direction.