Dispatcher Call Center Agent

Dispatcher / Call Center Agent

Addison Group is hiring on behalf of our client for a Dispatcher to support a high-volume maintenance operations team. This role serves as a central point of contact for non-emergency and emergency maintenance requests, coordinating service efforts with contractors nationwide and ensuring timely resolution of work orders. The ideal candidate thrives in a fast-paced call center environment and is comfortable managing multiple priorities throughout the day.

Key Responsibilities

• Handle a high daily volume of inbound service-related calls while maintaining accurate documentation.
• Receive and process maintenance requests submitted through online portals and phone calls, including emergency issues.
• Create, update, and manage service requests within a computerized maintenance management system.
• Assign work orders to appropriate contractors based on location, trade, and urgency.
• Monitor active and emergency service requests to ensure timely action and follow-through.
• Collaborate with internal leadership to balance workloads and adjust priorities as needed.
• Review pending and approved work orders to confirm correct response times and escalation levels.
• Track open and aging work orders, following up with contractors until completion and closure.
• Request estimates, quotations, and submit electronic documentation for higher-cost or capital-related work.
• Address customer questions or escalations and provide status updates in a professional manner.
• Support service level goals and budget expectations through effective coordination and contractor oversight.

Qualifications

• High school diploma or equivalent required.
• 2+ years of experience in a high-volume dispatch, call center, or customer service role; industry background is flexible.
• Proven experience handling frequent inbound calls (50+/day) and performing detailed data entry.
• Working knowledge of Microsoft Excel and Outlook for tracking information and entering updates.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Clear, professional communication skills and strong interpersonal abilities.
• Comfortable adapting to new systems, tools, and process changes.
• Professional presence when interacting with internal teams, leadership, and external callers.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.