Dispatch Support

ABOUT THE ROLE 

The Dispatch Support role is critical to ensuring efficient and effective coordination of resources and timely response to customer needs. This position involves providing administrative and logistical support to the dispatch team, ensuring that dispatch operations run smoothly and that customer requests are addressed promptly.

The Dispatch Support team member will assist with various tasks, including work order creation, portal management, communication with field personnel, and resolving issues as they arise. The ideal candidate for this position should possess excellent organizational skills, attention to detail, and the ability to work well under pressure in a fast-paced environment.

KEY RESPONSIBILITIES

• Create work orders (WOs) accurately in the client's system from requests received via email, phone, and client portals.
• Respond to inbound and outbound email correspondence, issuing work order updates and status confirmations to customers and field personnel.
• Handle inbound and outbound phone calls to coordinate dispatch activity, confirm job details, and follow up on outstanding items.
• Perform recurring portal sweeps throughout the shift to review and update work order status across client portals.
• Update and communicate accurate ETAs for scheduled jobs to keep customers and field personnel informed.
• Dispatch work orders to the appropriate field personnel or vendors, prioritizing based on urgency and availability of resources.
• Coordinate preventive maintenance (PM) and installation jobs, ensuring each is logged, scheduled, and tracked through completion.
• Close out completed work orders promptly and accurately, verifying documentation and resolution before closure.
• Produce and submit scheduled shift reports (mid-morning, mid-day, and end-of-day) summarizing volume handled and open items.
• Proactively monitor queues to identify and escalate aging, at-risk, or exception work orders before they breach SLA.
• Maintain accurate records of all dispatch activity and adhere to company policies, safety protocols, and quality standards at all times.

PERFORMANCE METRICS

• Created WO per Day – sum of total Created WO / # of work days.
• Error Rate – Total Created WO with Error / Total Created WO Processed.
• Attendance – Team Member must achieve 95% or better in attendance. Advised absence (validated with med cert) will be considered sick leave; however, it will count against the Team Member's show rate. LOA such as Bereavement (immediate family only) and Medical-Related concerns will be considered as planned and will not be taken against the Team Member.
• Productivity – The total of work the Team Member had, regardless of whether closed or not.

SKILLS AND QUALIFICATIONS

• High school diploma or equivalent; additional education or training in business administration or a related field is preferred.
• Previous experience in a dispatch or customer service role is advantageous.
• Proficiency in computer applications, including MS Office Suite and dispatch software.
• Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and team members.
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize tasks effectively.
• Ability to work well under pressure in a fast-paced environment and adapt to changing priorities.
• Demonstrated problem-solving skills and the ability to resolve conflicts and address issues in a timely manner.
• Flexibility to work evenings, weekends, and holidays as needed, depending on operational requirements.
• Commitment to upholding company values and delivering exceptional service to customers.