Service Dispatch Coordinator
Role Overview
We are seeking a highly organized, customer-focused, and proactive
Service Dispatch Coordinator to join our team. The ideal candidate will be instrumental in ensuring the timely and efficient resolution of service incidents, providing end-to-end support, and maintaining strong communication with clients, technicians, and internal stakeholders. This role requires exceptional problem-solving skills, a keen eye for detail, and the ability to thrive in a fast-paced, data-driven environment.
Responsibilities
Service Coordination & Scheduling
- End-to-End Management: Oversee the process from initial contact to resolution and invoice generation.
- Smart Dispatching: Schedule technicians based on data-driven assignments, ensuring optimal routing and workload balance.
- Dashboard Monitoring: Prioritize tasks by age, client SLA, and urgency (including Premier/Platinum accounts and drive-thru paging).
- Documentation: Create detailed scopes of work for all service trips and ensure accuracy in incident notes.
- Activity Review: Confirm prior day’s activity and ensure all completed jobs are recorded.
- Forward Planning: Finalize the following day's schedule at least two hours before COB for review and mapping.
- Real-time Communication: Notify clients and technicians of last-minute changes immediately via phone or email.
- Collaboration: Work with subcontractors, Field Operations, and Internal Affairs to meet SLAs and facilitate equipment orders.
Customer & Communication Management
- Client Support: Provide technical assistance and resource scheduling.
- High Availability: Maintain constant availability on Genisys for direct line calls.
- Detailed Updates: Ensure job confirmations include specific notes (who, what, when) for technician visibility.
- Responsiveness: Respond to all requests and emails within 6 business hours and by end-of-day.
- SLA Management: Proactively escalate P1 and P2 tickets approaching or breaching SLAs to management.
- Professionalism: Maintain cordial relationships with all internal and external stakeholders.
- Meetings: Participate in regularly scheduled team calls and client QBRs as needed.
Documentation & Reporting
- System Integrity: Log all incident information thoroughly in the management system.
- Quality Improvement: Conduct post-incident reviews to identify lessons learned.
- Admin Support: Assist with contract reviews, equipment lists, and general product reporting.
- Client Reporting: Provide custom reports for designated customers and update 3rd party systems accurately.
- BWC Management: Keep the Buyer’s Work Center (BWC) up to date.
Operational Excellence & Team Collaboration
- Process Improvement: Proactively identify and recommend internal and client-facing operational improvements.
- Logistics: Order incident-related equipment and provide tracking info to technicians.
- Team Support: Collaborate with assigned backups for time-off scheduling and workload balancing.
- Problem Solving: Utilize strategic thinking to navigate "gray areas" and overcome roadblocks.
Minimum Skills, Knowledge, and Ability Requirements
- Experience: At least 1 year in a client-facing or customer support role (dispatch/coordination experience preferred).
- Communication: Proficient English with strong written and oral skills; exceptional interpersonal skills.
- Technical & Analytical: * Computer literate (Genesys, Dispatch Dashboards, incident systems).
- Strong record-keeping and analytical skills with attention to detail.
- Critical thinking for navigating "gray areas."
- Organizational: * Ability to manage multiple tasks and prioritize effectively.
- Strong work ethic and service-oriented mindset.
- Proven leadership and efficient problem-solving skills.
- Flexibility: * Ability to work afternoon shifts as needed.
- Adaptable to changes as the client base evolves.
4:00PM to 12:30AM8h per day excluding breaks
