DSD Dispatcher

ICEE•La Vergne, TN

About The Position

The DSD Dispatcher works under the supervision of the Dispatch Manager and coordinates service dispatching to support ICEE customers. The role works closely with Service/Field Managers and field personnel to provide effective customer service. It involves routing and scheduling field personnel, managing priority accounts and daily workload, communicating customer updates and estimated arrival times, and adapting routes as customer needs change. The position also supports service-region performance goals and call center KPIs.

Requirements

At least 1–2 years of experience dispatching service technicians is preferred.
Demonstrated problem-solving and analytical skills.
Excellent customer-service, communication, and interpersonal skills.
A track record of meeting or exceeding department performance goals.
Excellent organizational and time-management skills.
Ability to work independently and help lead a service region toward team goals.
Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
Ability to drive call center KPIs.
Ability to multitask, follow through on assigned tasks, and work in a fast-paced department.
Ability to work in a team environment and assist coworkers as needed.
Ability to adapt to changing procedures and policies.
Ability to process high volumes of work daily while maintaining positive outcomes.
Strong map-reading knowledge and understanding of call routing.
Strong decision-making skills.

Nice To Haves

Prior experience dispatching service technicians, with 1–2 years preferred.

Responsibilities

Set performance goals and deadlines in line with company plans and vision.
Run daily reports for area Service Managers.
Route and schedule multiple field personnel daily.
Handle priority accounts and manage work volume in each area.
Call customers daily with updates and estimated arrival times.
Update Field Managers daily about new and priority calls.
Communicate regularly with field personnel by phone, email, and PDA.
Route and reroute calls on short notice, including adjusting RSR routes throughout the day based on customer needs.
Manage public call-ins and contact the appropriate Field Director.
Perform other duties as assigned by the Project Manager.