Job Description
Job Description
We are looking for an experienced Lead Dispatcher to oversee our Service & Repair dispatch operations. The ideal candidate has strong dispatch experience, excellent communication and problem-solving skills, and the ability to lead and support a team in a fast-paced environment.
Responsibilities
- Oversee the Service & Repair dispatch board and ensure calls are scheduled efficiently.
- Balance technician coverage and adjust schedules as needed throughout the day.
- Serve as the primary escalation point for scheduling conflicts and complex issues.
- Dispatch and debrief Service & Repair technicians as needed.
- Monitor job progress and make schedule adjustments when necessary.
- Assist with prioritizing emergency and high-priority calls.
- Serve as a liaison between technicians, customers, and internal departments.
- Train, mentor, and support dispatchers on systems, processes, and best practices.
- Calculate and report key dispatch metrics, including arrival times and technician performance.
- Identify opportunities for process improvement and assist with implementing new policies and procedures.
- Assist management with scheduling conflicts, staffing needs, and daily oversight of the Service & Repair dispatch board.
Qualifications
- 4+ years of Dispatcher experience, including experience mentoring, training, or leading others.
- ServiceTitan experience is required.
- Exceptional customer service and conflict-resolution skills.
- Strong organizational and multitasking abilities.
- Excellent communication and problem-solving skills.
- Ability to work effectively in a fast-paced environment.
- Ability to prioritize multiple tasks and respond quickly to changing schedules and service needs.
Physical Requirements
- Ability to lift, push, pull, and/or move up to 25 pounds.
- Regularly required to sit, stand, walk, stoop, bend, squat, open doors, and climb or descend stairs.
- Ability to operate standard office equipment, including computers, phones, copiers, fax machines, and scanners.
Work Environment
- Climate-controlled office environment.
Experience:
- ServiceTitan: 4 years (Required)