ABOUT THE ROLE
The Service Dispatcher plays a critical role in ensuring efficient, timely, and customer-focused service delivery for client accounts within a fast-paced environment. This position is responsible for managing incoming service requests and dispatching technicians in accordance with company procedures. The Dispatcher coordinates closely with field technicians and the Warranty and Parts department to ensure jobs are assigned accurately, tracked from start to finish, and completed to the client's satisfaction.
As a critical member of the service operations team, the Dispatcher may also support scheduling optimization, technician relationship management, and process improvements to enhance service efficiency. The role requires strong organizational skills, clear communication, and the ability to make quick, informed decisions under time pressure while maintaining a high level of customer service.
KEY RESPONSIBILITIES
- Service Request Intake: Monitors and responds promptly to incoming service requests via phone and email, accurately recording customer details, issue descriptions, and priority levels in the service management system.
- Technician Dispatching: Assigns service requests to technicians based on urgency, customer type, technician skill set, and geographical location to maximize travel efficiency, and communicates job details, customer expectations, and required tools/parts prior to dispatch.
- Communication & Coordination: Maintains real-time communication with technicians to provide updates, address concerns, and adjust scheduling as needed, and keeps customers informed of job status, estimated arrival times, and schedule changes.
- Work Order Management: Ensures technicians properly check in and out of jobs and document service performed, and reviews completed work orders for accuracy and completeness before processing for billing or follow-up service.
- Warranty & Parts Coordination: Works closely with the Warranty and Parts department to confirm part availability and communicate any warranty requirements or approvals needed before dispatching jobs.
- Customer & Technician Relations: Builds and maintains strong relationships with customers to enhance service satisfaction and develops trust and rapport with technicians by ensuring they receive adequate support and job information.
- Performance & Compliance: Monitors key performance indicators, including response time, dispatch efficiency, work order accuracy, and customer satisfaction, to support the team's service-level targets.
- Escalations to Onshore Leadership: Exceptions, emergencies, major scheduling conflicts and anything outside the established process are escalated to Pro-Serv onshore leadership
SKILLS & QUALIFICATIONS
- High school diploma required; associate degree or equivalent experience in logistics, operations, or customer service preferred.
- 5+ years of experience in dispatch, scheduling, or field service coordination.
- Excellent communication and strong English skills, both written and verbal.
- Proficiency in dispatch or service management software (e.g., ServiceTitan, FieldEdge, or similar platforms) preferred.
- Strong multitasking and organizational skills with the ability to prioritize and make quick decisions under pressure.
- Working knowledge of geography/routing principles to support efficient technician scheduling.
- Customer service orientation with a proven ability to de-escalate and resolve concerns professionally.
- Ability to collaborate effectively across departments, including Warranty and Parts.