Dispatcher, Customer Service​/HelpDesk

Description

• Own and manage the dispatch board daily to ensure all scheduled work is accurate, organized, and up to date.
• Schedule service calls, maintenance, inspections, and project work based on urgency, priority, customer commitments, and technician availability.
• Schedule efficiently by considering geography, drive time, technician skill set, job scope, and estimated labor hours.
• Maximize technician productivity by keeping schedules full, minimizing downtime, and reducing unnecessary travel gaps.
• Front-load the month to maintain strong revenue production and avoid last-minute scheduling shortages.
• Confirm all scheduled jobs a minimum of two (2) weeks in advance whenever possible.
• Ensure all work orders contain complete and accurate information, including:
• Detailed job summary and scope of work
• Site-specific notes and special instructions
• Customer contact information
• Primary point of contact (POC)
• Required materials, equipment, permits, and access requirements
• Maintain clear communication with technicians regarding schedule changes, priorities, delays, and customer expectations.
• Communicate proactively with customers regarding appointment confirmations, arrival windows, schedule changes, and job status updates.
• Monitor technician progress throughout the day and adjust schedules as needed to address emergencies, delays, cancellations, or additional work requests.
• Prioritize emergency and high‑impact service calls while minimizing disruption to the existing schedule.
• Coordinate with the Service Ops Manager, Sales, and Operations team to align scheduling priorities and manpower needs.
• Review upcoming workload regularly to identify labor shortages, scheduling conflicts, and opportunities to improve scheduling efficiency.
• Ensure technicians are dispatched with the proper information, tools, equipment, and documentation needed to complete work successfully and efficiently.
• Track open calls, incomplete work, callbacks, and rescheduled jobs to ensure timely follow‑up and completion.
• Maintain accurate scheduling records, notes, job statuses, and customer updates within Service Titan.
• Support company revenue and operational goals by maximizing billable hours and minimizing unproductive time.
• Be available for after‑hours emergency calls and weekend work to coordinate with customers, dispatch technicians, and create or update work orders for after‑hours service requests.
• Ensure all after‑hours calls are documented accurately with complete customer, site, and service details for the responding technician.
• Maintain professionalism, urgency, and composure while managing changing priorities and high‑volume scheduling demands.
• Escalate customer issues, scheduling conflicts, manpower shortages, or operational concerns to management when necessary.