Dispatcher

Dispatcher (Installation Operations)

Our client is a leading residential and commercial window, door, and glazing services provider serving the greater New York metropolitan area. Operating across custom installations, retail services, and dedicated home improvement partnerships, the company delivers high-quality craftsmanship, precise project scheduling, and exceptional customer service across urban and suburban markets. To support its rapidly growing dedicated national retail installation division, the company is seeking an experienced, long-term Dispatcher to oversee complex city logistics, installer routing, and high-volume customer communications.

We are seeking a proactive, highly organized Dispatcher to take ownership of customer appointment setting, installer route optimization, and operational stability for a specialized retail installation segment. In this role, you will serve as the operational nerve center for field installation teams across the New York City region. You will handle 30+ inbound/outbound calls daily—managing customer scheduling requests, appointment adjustments, service inquiries, and installer field challenges. Working inside a specialized web-based operational portal, you will optimize daily job routes to meet strict key performance indicators (KPIs), such as achieving target job volumes per installation team while navigating urban NYC traffic and building access logistics. The primary goal for this position is long-term team stability. We are looking for a reliable, resilient professional with 2–5 years of dispatching experience who brings exceptional phone etiquette, strong problem-solving skills, and a commitment to growing with the company over time.

High-Volume Dispatching & Call Management

• Field 30+ inbound and outbound calls daily from homeowners, retail store leads, and field installers.
• Handle appointment bookings, rescheduling requests, delivery updates, and field delay notifications with exceptional phone etiquette and composure.
• Address service disruptions, missing job site materials, or access issues calmly and resourcefully in real time.
• Maintain clear communication channels between retail store managers, customer service leads, and field installation crews.

Route Optimization & NYC Logistics Management

• Build, manage, and optimize daily installation schedules for multiple field crews operating across the New York City metropolitan area.
• Strategically route jobs to maximize installer productivity and achieve partner operational KPIs (e.g., targeting 6 completed installation jobs per day per team).
• Account for urban logistics variables, including NYC neighborhood geography, traffic patterns, parking availability, building access rules, and toll corridors.
• Monitor real-time field progress throughout the day, adjusting job assignments dynamically when delays or cancellations occur.

Platform Administration & Operational Quality Control

• Navigate and maintain real-time job statuses within the partner's web-based installation management platform.
• Confirm that installer job completions, sign-off documents, and photo verifications are uploaded accurately.
• Coordinate with warehouse and logistics teams to ensure window and door orders are staged and ready prior to dispatch.
• Conduct minor weekend catch-up check-ins when necessary to finalize Monday morning schedules and clear pending customer messages.

Required Qualifications

• 2–5 years of professional experience in dispatching, route scheduling, logistics coordination, or field service management.
• Exceptional verbal and written English communication skills with outstanding phone manners and client care skills.
• Proven ability to handle high-volume calls (30+ calls/day) in a fast-paced environment while maintaining clear documentation.
• High level of comfort navigating web-based scheduling software, field management tools, and digital platforms.
• Strong organizational skills with an obsessive focus on schedule stability, route efficiency, and detail accuracy.
• High resilience and problem-solving capability when managing live schedule changes and field issues.
• Reliable high-speed internet connection, personal computer setup, and a dedicated, quiet remote workspace.
• Availability to work full-time hours, Monday–Friday, 8:00 AM–5:00 PM EST (with flexibility for brief weekend schedule prep/catch-up).

Preferred Qualifications

• Practical familiarity with New York City geography, borough layouts, and urban driving routes.
• Direct experience dispatching for home improvement contractors, window/door installers, trades, or retail installation programs.
• Prior experience using web-based vendor or service scheduling portals for major national retail brands.

Technology & Tools

• Web-Based Partner Service & Installation Platforms
• Route Optimization & Dispatch Mapping Software
• Business Phone / Softphone Systems & VoIP
• Google Workspace & Microsoft Excel (Schedule Tracking)
• Digital Messaging & Team Communication Tools (Slack, Teams)

Role Details

• Job Title: Dispatcher
• Experience: 2–5 years
• Employment Type: Full-Time
• Schedule: Monday–Friday (plus brief weekend catch-up windows)
• Hours: 8:00 AM–5:00 PM EST
• Work Arrangement: Fully Remote
• Primary Focus: Retail partner installation dispatching, 30+ daily calls, NYC route optimization, appointment setting, platform management, and operational stability

What This Role Offers

• A core operational role within a dedicated, high-volume division of an established glazing firm.
• A position focused primarily on long-term career stability, mutual trust, and retention.
• High operational impact directly influencing daily field productivity and retail partnership KPIs.
• A stable full-time position working during standard Eastern Standard Time business hours.

Ideal Candidate Profile

The ideal candidate is a steady, communicative dispatch professional who thrives on keeping field schedules organized and customers informed. They understand that dispatching in a major metropolitan area requires a mix of spatial strategy, patient customer communication, and real-time problem solving. They pick up the phone with warmth and confidence, de-escalate customer anxiety when an installer is delayed, and continuously tweak routes so installation crews hit their daily job targets. Most importantly, they are looking for a long-term home—a stable position where their daily reliability, clear communication, and logistics organization make a lasting difference.

Success Metrics

• Achievement of retail partnership installation KPIs, including target daily job completion rates per team.
• On-time completion and accuracy of daily dispatch schedules in the management portal.
• Customer satisfaction and low escalation rates across inbound/outbound call interactions (30+ calls/day).
• Route efficiency and minimization of installer travel downtime across assigned territories.
• Reliability, attendance consistency, and long-term retention within the division.
• Quality of daily communication with field installers, warehouse leads, and store management.