Service Dispatcher

Company Description Roy O’Brien Ford, located in St. Clair Shores, Michigan, has grown from its 1946 beginnings into one of the Top 100 volume Ford dealerships in the U.S. The dealership is known for its award-winning Service Department, state-of-the-art Collision Center, and knowledgeable parts team. Team members are empowered to deliver service that exceeds customer expectations, creating a welcoming and professional environment.

Roy O’Brien Ford is a trusted destination for new and used vehicle sales and service, drawing repeat customers from across the region.

Role Description The Service Dispatcher role is a full-time, on-site position based in St. Clair Shores, MI. This role coordinates service appointments, assigns work to technicians, and ensures efficient workflow within the service department. Day-to-day responsibilities include answering and directing phone calls, scheduling and updating service orders, communicating repair status to customers and team members, and supporting service advisors with accurate information.

The Service Dispatcher works closely with service, parts, and collision center staff to help maintain high levels of customer satisfaction and timely vehicle service.

• Coordinate service appointments and assign work to technicians to ensure efficient workflow.
• Answer and direct phone calls and maintain clear communication with customers and internal teams.
• Schedule and update service orders, track progress, and communicate repair status to customers and team members.
• Support service advisors with accurate information and documentation.
• Collaborate with service, parts, and collision center staff to maintain high levels of customer satisfaction and timely vehicle service.

• Strong customer-facing skills, including customer service focus and commitment to customer satisfaction.
• Clear and professional communication abilities, both verbal and written.
• Professional phone etiquette and confidence managing high call volumes.
• Experience with dispatching or coordinating workflows in a service or operations environment.
• Basic computer proficiency and familiarity with scheduling or dealership management systems (or willingness to learn).
• Ability to multitask, prioritize, and remain organized in a fast-paced setting.
• High school diploma or equivalent; prior automotive service or dealership experience is an advantage.
• Reliability, punctuality, and a collaborative approach to working with diverse team members and customers.