Dispatcher, Customer Service​/HelpDesk

Contact information

Description

The Dispatcher is responsible for coordinating service appointments and acting as a key liaison between customers, technicians, and internal departments. This role ensures efficient scheduling, clear communication, and high levels of customer satisfaction by accurately dispatching technicians, responding to customer needs, and resolving scheduling or service issues with professionalism, urgency, and care.

• Dispatch and schedule technicians through Service Titan based on availability, skill set, job priority, and location
• Manage a high volume of inbound and outbound customer calls professionally and efficiently
• Confirm, reschedule, and maintain future appointments to reduce cancellations and no-shows
• Monitor technician job progress, route efficiency, and on time performance within Service Titan
• Communicate job details, updates, and changes to technicians in real time
• Answer customer questions regarding services, timelines, and service processes
• Troubleshoot basic scheduling and service issues and elevate when necessary
• Handle customer concerns or complaints with professionalism and care
• Accurately document all customer interactions, job notes, and updates in Service Titan
• Coordinate with other departments via email or internal messaging to ensure smooth operations
• Support customer retention by keeping scheduled jobs active and resolving concerns proactively
• Meet or exceed dispatching and call-handling performance metrics
• Complete all required company training and compliance courses
• Perform other duties as assigned within scope of practice.
• Other job duties as required

• High school diploma or equivalent required

• Customer service, dispatching, or call-center experience preferred
• Experience with Service Titan or similar field service software strongly preferred
• Ability to manage multiple tasks in a fast-paced environment
• Strong communication, organizational, and problem-solving skills
• Proficiency with computers, multi-line phones, Microsoft Office applications and scheduling software

• No specific licenses & certifications needed

The Dispatcher must be able to understand and follow oral and written instructions while communicating clearly and professionally with customers, technicians, and internal teams. This position requires strong problem-solving skills, sound judgment, and the ability to maintain positive working relationships in a fast-paced service environment.

Specific skills and abilities include, but are not limited to the following:

• Proficient in Service Titan for scheduling, dispatching, job documentation, and customer communication (or ability to learn quickly)
• Strong computer skills, including Microsoft Word, Excel, Teams, and Outlook
• Excellent customer service and phone etiquette skills
• Effective time-management abilities with the capacity to organize and manage multiple priorities simultaneously
• Ability to remain calm, focused, and professional during high call volume and urgent scheduling situations
• Ability to recognize service emergencies and take appropriate action following company procedures
• Strong analytical and problem-solving skills with attention to detail
• Ability to adapt quickly to schedule changes, technician availability shifts, and customer needs
• Capable of working independently with minimal supervision while using sound judgment
• Able to establish and maintain cooperative working relationships with technicians, leadership, and coworkers
• Comfortable performing a wide range of tasks with frequent interruptions and changing priorities
• Ability to meet established deadlines and performance expectations
• Basic math skills for scheduling, job timing, and service coordination
• Consistently demonstrates company core values and maintains the highest standards of professionalism when interacting with customers, team members, and management
• None:
  No exposure to adverse environmental conditions (typical office/administrative setting)

Requirements

• Sedentary work:
  Exerting up to 10 pounds of occasionally and/or minor amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Reaching:
  Extending hand(s) and arm(s) in any direction
• Grasping:
  Applying pressure to an object with the fingers and palm
• Feeling:
  Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips
• Talking:
  Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing:
  Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral…