Services Coordinator - Dispatch

THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

The Services Coordinator- Dispatch is responsible for managing and coordinating service calls and project work for low-voltage and telephony systems. Acting as the central point of intake, triage, scheduling, and communication, the Services Coordinator ensures the right technicians, tools, resources, and information are aligned to meet service commitments and customer expectations.

The ideal candidate thrives in a fast-paced environment, excels at multitasking, and can effectively coordinate among field technicians, customers, vendors, carriers, and internal teams. This position plays a critical role in minimizing customer downtime, supporting emergency response activities, and delivering an exceptional service experience.

Responsibilities:

• Receive, review, prioritize, and manage incoming service requests, ensuring all necessary information is collected for accurate scheduling and resolution.
• Dispatch and coordinate field technicians based on skills, availability, location, and service requirements.
• Schedule service calls, emergency requests, project work, and follow-up visits while managing access requirements and scheduling constraints.
• Serve as the primary point of contact for customers, providing appointment confirmations, service updates, and status communications.
• Coordinate resources, materials, equipment, vendors, and third-party partners to support successful service delivery.
• Maintain accurate service records, documentation, technician updates, and service status tracking within service management systems.
• Monitor service progress to support SLA compliance and timely resolution of customer issues.
• Escalate critical service issues as needed and support Service Managers with urgent dispatch, scheduling, and operational needs.
• Assist in coordinating emergency service requests and mission-critical customer incidents to minimize downtime and ensure customer satisfaction.

Qualifications:

• 1+ years of experience in dispatching, service coordination, logistics, customer support, or a related administrative role preferred.
• Strong organizational, scheduling, and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a customer-focused approach.
• Detail-oriented with strong problem-solving abilities and a commitment to accuracy.
• Proficiency with Microsoft Office and scheduling, dispatch, or service management software; ability to quickly learn new systems and tools.
• Experience supporting field service operations, telecommunications, low-voltage systems, or coordinating field technicians is preferred.
• Familiarity with Service Level Agreements (SLAs) and service delivery metrics is a plus.

What We Offer:

• Hourly pay between $16/hr. - $18/hr., based on experience.
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Who We Are:
We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.

At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages its expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands / Working Conditions:
Ability to read, write, and communicate both orally and written to external and internal customers and employees.  Normal vision and normal hearing with or without correction.  Ability to lift and/or carry up to 25 lbs., periodically, throughout workday.  Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day.  Ability to reach, bend, and twist continuously throughout day.  Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions.  Ability to work together effectively and professionally with internal and external customers.

“Equal Opportunity M/F/Disability/Vet Employer”