Job Summary:
The Customer Support Dispatcher plays a critical role in coordinating service requests between
customers and service technicians. This position is responsible for scheduling service calls,
dispatching technicians, and ensuring timely and accurate communication to deliver exceptional
customer service. The ideal candidate will be organized, customer-focused, and capable of
managing multiple priorities in a fast-paced environment.
Key Responsibilities:
Service Scheduling & Dispatch:
- Receive and prioritize incoming service requests from customers via phone, email, or
online systems. - Schedule and dispatch service technicians to customer locations, providing all necessary
details for the service call. - Adjust schedules as needed to accommodate emergency requests or technician
availability.
Customer Communication & Support:
- Act as the main point of contact between customers and service technicians.
- Provide timely updates to customers regarding service status, estimated arrival times, and
any changes or delays. - Address customer inquiries, concerns, or complaints in a professional and timely manner.
Technician Coordination & Resource Management: - Effectively allocate service technicians based on workload, skillset, and location.
- Monitor technician routes, progress, and job status using dispatch software or tracking
tools. - Collaborate with the service team to ensure customer needs are met efficiently.
Customer Relationship Management:
- Build and maintain positive relationships with customers by providing outstanding
service and communication. - Gather customer feedback on service experiences and relay information to management
for improvement opportunities.
Qualifications & Skills:
- High school diploma or equivalent required; additional education or training in customer
service or dispatch preferred. - Previous experience in customer service, dispatching, or service coordination highly
desirable. - Excellent verbal and written communication skills.
- Strong organizational and time-management skills with the ability to prioritize and
multitask. - Proficient computer skills, including experience with dispatch software, CRM platforms,
and Microsoft Office. - Ability to work well under pressure and remain calm during high-volume or urgent
situations. - Strong problem-solving skills and attention to detail.
- Team-oriented with a positive, customer-first attitude.