Dispatch Coordinator

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Full Time Surprise, AZ, US

2 days ago Requisition

The Dispatcher plays a vital operational role within the customer service team, serving as a primary sub-role and support partner to the Dispatch Coordinator . This position is responsible for day-to-day scheduling, routing, and dispatching for field technicians and contractor teams handling installations and trouble visits . The Dispatcher ensures efficient calendar management, rapid ticket routing, accurate work order processing, and strong communication across internal field teams and external contractors.

Lead & Pre-Order Conversion Support:
Assist with processing, tracking, and scheduling pre-orders and leads to ensure timely service activation.

Appointment Management:
Audit next-day installation schedules for accuracy, swap appointments as needed, pull appointments forward, and manage cancel/reschedule requests.

Work Order Verification:
Audit work orders to ensure completion.

Service Issue Dispatching:
Receive, prioritize, and dispatch field technicians or contractor teams for service outages, speed issues, Loss of Service (LOS) tickets, and special request tasks (e.g., fiber remediation, router relocate, site surveys).

Return Visit & Quality Control Tracking:
Route return visits and 30-day post-installation issues back to the appropriate internal technicians or contractor dispatch offices.

Operational Backup:
Provide operational support and backup coverage for the Dispatch Coordinator during peak hours, shift overlaps, closing hours, weekend shifts, or time off.

Calendar & Capacity Auditing:
Monitor calendar availability, zone constraints, and truck allocations to maximize daily completion rates and minimize technician downtime.

Contractor & Field Operations Liaison:
Maintain active communication with field ops supervisors, leads, and external contractor dispatch teams.

Ticketing System Navigation:
Actively update, tag, and track tickets within the operational platform (e.g., Intuition) to ensure no ticket sits unassigned or idle.

Customer & Team Alignment:
Coordinate schedule updates, availability windows, and return visit expectations clearly between Customer Care agents, Field Operations, and subscribers.

Technical

Skills:

Familiarity with Wyyerd's ticketing/dispatch software platforms, field operations workflows, and fiber-optic or telecom installation concepts.

Problem Solving:
Strong organizational skills with the ability to handle dynamic field schedules, prioritize urgent Loss of Service dispatches, and resolve scheduling conflicts.

Communication:
Excellent verbal and written communication skills for coordinating between internal teams, field technicians, and external contractor managers.

Flexibility:
Willingness to work flexible schedules, including evening shifts or Saturdays, to support peak operational hours and backup coverage requirements.