Dispatch Coordinator

Job Description

Job Description

Description:

Company Overview:

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver innovative internet services, simplify the customer experience, and enhance property values.

At Smartaira, we foster a culture of service where everyone is treated as a valued customer. We prioritize respect, urgency, and professionalism in every interaction—with our associates, clients, and the communities we serve.

Role Summary:

We are seeking a Service Dispatch Coordinator to support the daily operations of our field service team. This role is responsible for coordinating the scheduling and dispatching of in-house field technicians and contractors to customer residences and communities. The ideal candidate thrives in a fast-paced, high-volume environment and is detail-oriented, organized, and adept at managing service appointments efficiently.

In addition to dispatching duties, this role will handle escalations from the call center, manage VIP customer requests, and ensure seamless communication between technicians, customers, and internal teams. The position requires flexibility in scheduling, will require working at least one weekend day per week, and including availability on holidays.

Key Responsibilities:

• Schedule and coordinate service appointments, ensuring optimal efficiency of field technicians.

• Serve as the main point of contact between technicians, customers, and call center agents.

• Manage inbound calls and inquiries, resolving scheduling conflicts and addressing escalations promptly.

• Maintain detailed records in ticketing systems (Freshdesk experience preferred).

• Support VIP customers and high-priority accounts with urgency and professionalism.

• Ensure accurate documentation and follow-through on all service requests.

• Maintain company-provided equipment, including a laptop and peripherals.

• Perform additional duties as assigned.

Required Skills & Qualifications:

• Excellent interpersonal and customer service skills.

• Strong verbal and written communication abilities.

• Ability to multitask in a fast-paced environment while maintaining accuracy and attention to detail.

• Proficiency with Microsoft Office Suite, especially Excel.

• Experience using ticketing systems (Freshdesk or similar preferred).

• Strong analytical and problem-solving skills.

• Flexibility to work non-traditional hours, including evenings, weekends, and holidays as needed.

Education & Experience:

• High school diploma or equivalent.

• Minimum of three years of experience in a similar role (dispatch, field coordination, or customer service in a technical setting).

Physical Requirements:

• Prolonged periods of sitting and working on a computer.

• Ability to lift up to 15 pounds occasionally.