The Dispatch Operations Associate is responsible for coordinating service requests, scheduling field technicians, and ensuring efficient dispatch operations to support timely service delivery. This role serves as a key liaison between customers, field technicians, and internal teams, maintaining clear communication, monitoring service progress, and contributing to overall operational efficiency and customer satisfaction.

Key Responsibilities:

• Schedule and dispatch field service technicians based on service priorities, availability, and geographic coverage.
• Monitor technician schedules and optimize assignments to ensure efficient service delivery.
• Coordinate service appointments with customers and internal stakeholders.
• Track and manage open service tickets, ensuring timely follow-up and resolution.
• Maintain accurate and up-to-date records within dispatch, CRM, and service management systems.
• Provide timely updates regarding service status, delays, and schedule changes to customers and management.
• Review work orders for accuracy, completeness, and proper documentation.
• Support field technicians by providing relevant job information, documentation, and logistical assistance.
• Escalate urgent service concerns and operational issues to the appropriate teams for prompt resolution.
• Maintain reporting file related to scheduled work orders.
• Collaborate with cross-functional teams to support service goals and improve operational processes.
• Provide cross-functional support by assisting with various back-office operations, adapting to new processes and systems, and performing additional duties as assigned to meet business needs and ensure operational continuity.
• Ability to handle occasional inbound and outbound calls while managing administrative and dispatch responsibilities.

Requirements

• Minimum of 1–2 years of experience in dispatching, scheduling, customer service, logistics, service coordination, or a related field.
• Strong organizational skills with the ability to effectively manage multiple task and priorities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Experience using CRM platforms, ticketing systems, or dispatch management software is preferred.
• Ability to work efficiently in a fast-paced and dynamic environment.
• Strong attention to detail, problem-solving, and decision-making skills.
• Amenable to working night shifts, including holidays as required by business operations.
  
  Preferred Skills:
• Experience supporting field service or workforce management operations.
• Understanding of Service Level Agreements (SLAs) and performance metrics.
• Reporting, data analysis, and performance tracking experience.
• Ability to coordinate effectively with multiple departments and remote field personnel.
• Experience handling time-sensitive service requests and escalations.

Benefits

• Earn up to 30k!

• Work Setup: Onsite
• Work Schedule: Night Shift

• Legal Benefits: 
  HMO with 1 free dependent upon hire
  Life Insurance
  20 PTO credits annually
  Night Differential

• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning