Customer Service Dispatcher

Customer Service Dispatcher

Full Time Clerical Dispatch, Concord, CA, US

Salary Range: $23.33 to $29.17 hourly

Starting wages: $23.33/hour based on 12-hour shifts

Shift rotations: 12-hour shifts on Tuesdays/Wednesdays and every other Saturday/Sunday/Monday.

Dispatchers evaluate all transport requests and deploy the most appropriate resource(s), answer a multi-phone line system, respond to referrals/requests, and input call information into the computer-aided dispatch (CAD) system. Dispatchers report to the Dispatch Supervisor.

• Demonstrate exceptional customer service skills with both internal and external customers.
• Maintain a calm and professional demeanor with staff and customers.
• Promptly answer, evaluate, and prioritize incoming requests for service.
• Communicate effectively with callers and co-workers in a fast‑paced, dynamic environment, both verbally and in writing.
• Demonstrate familiarity with company service areas, medical facilities, and local geography, including major roadways and traffic patterns.
• Maintain compliance with all company and customer policies and procedures regarding patient care/transport coordination.
• Efficiently multitask, remain sharply focused, and maintain productivity in rapidly changing or high‑pressure environments.
• Accurately take incoming requests while simultaneously documenting information electronically.
• Confirm calls for upcoming transports to ensure requests are still valid.
• Collect private‑pay call request payments.
• Navigate difficult interactions and direct conversations toward productive outcomes.
• Operate a computer terminal and be proficient in word processing, e‑mail, and other software programs.
• Operate a multi‑line phone system and radio communication equipment.
• Work independently and collaboratively within a team.
• Perform other duties as assigned by manager or leadership team.

• Competitive wages.
• Career mentorship and growth opportunities.
• Benefits package: paid vacation & sick time, medical, dental, vision, and life insurance, 401(k) with company match.
• Work perks: employee discount programs, credit union, and company‑sponsored life insurance.

• Prior EMS/EMT experience preferred.
• Demonstrated background of successful customer service experience required.
• High school diploma or equivalent.
• Emergency Medical Dispatch certification or ability to obtain within 30 days of hire preferred.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Requires frequent repetitive hand movements, standing, walking, reaching and grasping.
• Able to hear and communicate clearly to perform job duties in person and over the telephone.
• Adequate vision to be able to read information from printed sources and computer screens.

This is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned. Falcon is AN EQUAL OPPORTUNITY EMPLOYER.

Come join our Dispatch team and see why Falcon Ambulance is the premier mobile healthcare provider in the Bay Area!