As a Service Dispatch Specialist, you are the air traffic controller of our field operations. You are responsible for matching customer service requests with the right technicians at the right time. Your goal is to optimize schedules, minimize travel time, and ensure that every customer receives prompt, professional service.
Core Responsibilities
- Schedule Optimization: Coordinate and assign daily service calls to field technicians based on their specific skills, current location, and the urgency of the customer's needs.
- Real-Time Tracking: Monitor the progress of technicians throughout the day using GPS or dispatch software, adjusting schedules on the fly to account for traffic, overruns, or emergencies.
- Customer Communication: Act as the primary point of contact for customers, providing them with accurate ETAs and notifying them immediately of any delays or changes to their appointment.
- Technician Support: Brief technicians on the details of their next job, ensuring they have the correct parts, tools, and site information before they arrive.
- Data Entry & Closing: Accurately log all service activities, parts used, and customer feedback into our CRM or Work Order system once a job is completed.
- Resource Planning: Collaborate with the Service Manager to identify gaps in coverage and help plan for peak seasons or high-volume days.
