Dispatch Agent; Wed to Sun

Job Description

A retail employer in the Cincinnati area is seeking Dispatch Agents to support the Facilities Maintenance & Engineering team. Dispatch Agents serve as a critical first point of contact for facilities-related incidents across approximately 2,800 stores nationwide. This role is highly dynamic and requires strong real-time communication, quick judgment, and the ability to adapt under pressure.

Daily responsibilities include answering inbound phone calls and emails related to facilities work orders, accurately documenting issues, and troubleshooting reported events in partnership with field technicians. Dispatch Agents must be able to quickly assess urgency, prioritize competing requests, and guide store teams through established processes while maintaining calm, confident communication.

The primary goal of this program is to protect the client against product loss, operational disruption, and safety risks within stores. Dispatch Agents coordinate service with on-site technicians, store management, and internal stakeholders while managing a fast-paced queue of work orders across multiple systems simultaneously.

This role requires individuals who can think on their feet, communicate clearly in time‑sensitive situations, and make sound decisions with incomplete information. Successful candidates are comfortable operating in a high-volume, call‑center‑style environment and are confident navigating frequent change, shifting priorities, and real‑time problem solving.

• Answer inbound phone calls and emails related to facilities incidents and maintenance requests
• Create, triage, and prioritize work orders (25–40 per day) based on urgency and business impact
• Clearly guide store teams and technicians through established processes and next steps
• Troubleshoot and assess issues in real time, escalating appropriately when needed
• Coordinate service efforts between technicians, store leadership, and internal partners
• Accurately document work orders and interactions across multiple systems (phone, email, Maximo)
• Operate effectively in a fast-paced digital environment while handling multiple active tickets

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3+ years of Level 2 or Level 3 Help Desk, Dispatch, or Technical Support experience
• Strong experience with triaging and prioritizing tickets or work orders
• Proven ability to communicate clearly, confidently, and professionally under pressure
• Experience working in fast‑paced, high‑volume support or call center environments
• Change management experience and adaptability to evolving processes Facilities management platforms and other software (Maximo, Service Now, Service Channel, fm Pilot)
• Manufacturing, production, or big box retail experience)
• Autonomous system diagnostics and troubleshooting