Lead Dispatcher

Job Description

Job Description

We are looking for an experienced Lead Dispatcher to oversee our Service & Repair dispatch operations. The ideal candidate has strong dispatch experience, excellent communication and problem-solving skills, and the ability to lead and support a team in a fast-paced environment.

Responsibilities

• Oversee the Service & Repair dispatch board and ensure calls are scheduled efficiently.
• Balance technician coverage and adjust schedules as needed throughout the day.
• Serve as the primary escalation point for scheduling conflicts and complex issues.
• Dispatch and debrief Service & Repair technicians as needed.
• Monitor job progress and make schedule adjustments when necessary.
• Assist with prioritizing emergency and high-priority calls.
• Serve as a liaison between technicians, customers, and internal departments.
• Train, mentor, and support dispatchers on systems, processes, and best practices.
• Calculate and report key dispatch metrics, including arrival times and technician performance.
• Identify opportunities for process improvement and assist with implementing new policies and procedures.
• Assist management with scheduling conflicts, staffing needs, and daily oversight of the Service & Repair dispatch board.

Qualifications

• 4+ years of Dispatcher experience , including experience mentoring, training, or leading others.
• ServiceTitan experience is required.
• Exceptional customer service and conflict-resolution skills.
• Strong organizational and multitasking abilities.
• Excellent communication and problem-solving skills.
• Ability to work effectively in a fast-paced environment.
• Ability to prioritize multiple tasks and respond quickly to changing schedules and service needs.

Physical Requirements

• Ability to lift, push, pull, and/or move up to 25 pounds.
• Regularly required to sit, stand, walk, stoop, bend, squat, open doors, and climb or descend stairs.
• Ability to operate standard office equipment, including computers, phones, copiers, fax machines, and scanners.

Work Environment

• Climate-controlled office environment.