Dispatch Coordinator II

About the Role

Monitors customer service dispatch requests and dispatches technicians in a timely manner. Communicates with Service Managers, Technicians, and customers as needed. Serves as a back‑up inbound call taker as needed.

• Provides outstanding service to customers calling the dispatch team for service.
• Responds to routine customer inquiries via live call or email as needed.
• Provides follow‑through on any special customer needs in a timely manner.
• Responsible for handling escalated situations.
• Follows established work procedures on routine tasks and makes recommendations regarding customer issues when applicable.
• Balances workloads to meet customer service level agreements. Contacts customers with updated estimated time of arrivals as needed.
• Coaches peers to improve response times and deliver an exceptional customer experience.
• Provides optimization feedback (systems, process) to leadership as needed.
• Performs stress testing and user acceptance testing as needed to fully vet new system enhancements.

• HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
• Associate's degree or equivalent required. Some college preferred.
• Related experience preferred.
• Strong verbal and written communication skills.
• Proficient in MS Office, strong attention to detail, organized and able to multitask.
• Ability to problem solve and handle escalations.
• May occasionally work a different shift due to business needs.

We are providing the anticipated rate for this role: $17.57 – $26.31 hourly.

Hybrid – This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in‑office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The Company will not pursue or support visa sponsorship.

All applicants must reside in the United States at the time of hire.