Service Order Dispatcher

About the Role:

The Service Order Dispatcher plays a critical role in the service and facilities industry by coordinating and managing the scheduling and dispatching of service orders to field technicians and crews. This position ensures that service requests, maintenance tasks, and emergency repairs are efficiently assigned and executed to maintain uninterrupted utility services. The dispatcher acts as a communication hub between customers, field personnel, and management, facilitating timely updates and resolution of service issues. By prioritizing and organizing work orders based on urgency and resource availability, the dispatcher helps optimize operational efficiency and customer satisfaction. Ultimately, this role contributes to the reliability and safety of utility services by ensuring that all service activities are properly tracked and completed.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in dispatching or coordinating service orders, preferably within the utilities sector.
• Strong knowledge of utility operations and terminology.
• Proficiency with dispatching software and basic computer applications.
• Excellent communication and organizational skills.

Preferred Qualifications:

• Associate degree or higher in business administration, logistics, or a related field.
• Experience with Geographic Information Systems (GIS) and work order management systems.
• Familiarity with emergency response protocols in the utilities industry.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Certification in dispatch operations or related professional training.

Responsibilities:

• Receive, review, and prioritize incoming service orders and requests from customers and internal departments.
• Assign and dispatch work orders to appropriate field technicians or crews based on skill set, location, and availability.
• Monitor the progress of dispatched work orders and provide real-time updates to customers and management.
• Coordinate emergency response efforts during outages or critical incidents to ensure rapid restoration of services.
• Maintain accurate records of all service orders, dispatch activities, and communications in the company’s management system.
• Communicate effectively with field personnel to address any issues or changes in work assignments.
• Collaborate with other departments such as customer service, operations, and maintenance to streamline workflows.
• Ensure compliance with safety protocols and company policies during all dispatching activities.

Skills:

The Service Order Dispatcher utilizes strong organizational skills daily to manage multiple service orders and prioritize tasks effectively, ensuring timely dispatch and completion. Communication skills are essential for coordinating between customers, field technicians, and management, facilitating clear and concise information exchange. Technical proficiency with dispatching software and GIS tools enables accurate tracking and assignment of work orders, improving operational efficiency. Problem-solving skills are frequently applied to address scheduling conflicts, emergency situations, and unexpected changes in service demands. Additionally, knowledge of safety standards and utility operations ensures that all dispatch activities comply with regulatory requirements and company policies.

GENCO General Contractors of P.R. Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.