Dispatcher

Job Description

Job Description

Insight Global is seeking a Scheduling & Dispatch Team Lead for Newman Roofing. This individual will oversee the daily scheduling and customer service operation, ensuring estimates and inspections are scheduled efficiently, homeowners receive outstanding service, and the customer service team remains productive and accountable.

This role will own the scheduling board, optimize routes and schedules, manage day-to-day dispatch operations, coach team members, and serve as a key point of contact for both customers and internal teams.

Responsibilities:

• Own and manage the daily scheduling and dispatch board

• Optimize appointment routes and technician schedules for efficiency

• Manage cancellations, reschedules, and schedule disruptions

• Monitor team follow-up times, call quality, and customer communication

• Coach and mentor customer service representatives

• Support lead qualification efforts and ensure proper handoff to sales

• Communicate proactively with homeowners regarding scheduling updates

• Balance team workloads and ensure operational efficiency

• Maintain a professional, customer-focused team environment

Required Skills & Experience:

• 2+ years of dispatching, scheduling, or customer service experience

• 2+ years of leadership, team lead, supervisory, or coaching experience

• Experience managing schedules, routes, appointments, or service calendars

• Strong customer service and conflict resolution skills

• Excellent verbal and written communication skills

• Strong organizational skills with the ability to manage multiple priorities

• Experience coaching, mentoring, or supporting team members

• Proficiency with Microsoft Office and CRM/scheduling software

Ability to problem solve, adapt quickly, and remain calm under pressure