Dispatch Specialist

Dispatch Specialist
The Dispatch Specialist is the communication hub of the office and plays a key role in keeping daily operations organized, responsive, and professional. This person helps create an excellent customer experience by managing incoming requests, coordinating schedules, supporting the field team, maintaining accurate job records, and helping the office run smoothly.
This role is ideal for someone who thrives in a fast-paced service business, software driven, communicates clearly, stays calm under pressure, and can juggle customer needs, technician schedules, and administrative details without letting things fall through the cracks.

Responsibilities

• Answer and respond to incoming customer communications across phone, email, and other channels with urgency and professionalism.
• Book new service requests, gather accurate intake information, and route calls or messages to the appropriate team member when needed.
• Manage the daily schedule inside the CRM, update job information, and keep notes, customer records, and statuses accurate and organized.
• Manage multiple software platforms while providing communication support at the same time.
• Coordinate schedule changes with customers and staff, helping the team stay efficient as priorities shift throughout the day.
• Follow up on open estimates, incomplete jobs, and past clients to support schedule fill-in opportunities and improve job conversion.
• Assist with post-service customer communication, including collecting feedback, monitoring reviews, and helping maintain a high standard of customer care.
• Support office operations by helping with team huddles, vendor coordination, office organization, mail handling, and service-provider communication as needed.

Qualifications

• Strong customer service and phone communication skills in a high-volume environment.  
• Excellent organization, follow-through, and attention to detail.
• Ability to multitask, prioritize quickly, and adapt when schedules change in real time.
• Confidence using CRM systems, multiple software platforms, and written communication tools.
• Professional, dependable, and comfortable working closely with customers, technicians, vendors, and office staff.
• Previous experience in dispatching, scheduling, customer service, office coordination, or service operations is preferred.