Dispatcher

Job Title: Dispatcher / Service Manager

Location: Oakland, CA (In-Office)

Schedule: Monday–Friday, 7:45 AM – 4:45 PM (including breaks)

Position Overview

We are seeking a highly organized, customer-focused Dispatcher / Service Manager to oversee daily service coordination, job scheduling, technician dispatching, and end-to-end work order management. This role is central to ensuring smooth field operations, timely communication with customers and technicians, and accurate job billing and closure. The ideal candidate is proactive, detail-oriented, and comfortable handling a fast-paced environment with strong phone etiquette and multitasking ability.

Key Responsibilities

1. Communication & Customer Interaction

• Monitor and respond to incoming phone calls, voicemails, and emails
• Manage and review daily emails
• Coordinate with emergency answering service (Quincy) for after-hours updates and on-call scheduling
• Maintain professional and friendly communication with customers at all times, including handling difficult or upset callers
• Conduct follow-up “happy calls” after service completion to ensure customer satisfaction
• Request Yelp and Google reviews from satisfied customers

2. Dispatching & Scheduling

• Dispatch technicians and assign daily work orders (approx. 4 jobs per day per technician)
• Schedule and coordinate service appointments efficiently
• Ensure proper job assignment based on priority, location, and technician availability
• Collaborate with Project Managers on scheduling and follow-ups
• Occasionally support Project Managers during workload peaks

3. Work Order & Job Management

• Create, update, track, and manage work orders accurately
• Verify job details (address, contact info, scope, etc.) for billing accuracy
• Open and close jobs in the system, ensuring all documentation is complete
• Review open jobs and follow up with Project Managers for closure
• Ensure all service jobs are properly completed, documented, and billed

4. Billing & Invoicing (BuildOps / QuickBooks)

• Create invoices from completed work orders
• Obtain required approvals (2-step approval process)
• Email invoices to customers upon approval
• Export finalized invoices into QuickBooks
• Ensure accurate and timely billing for all service work
• Support COD (Cash on Delivery) collection process with technicians and provide training as needed

5. Operations Support & Process Improvement

• Maintain accurate and organized records of all service activities
• Assist in improving internal workflows and communication systems
• Support implementation of tools such as texting systems for job updates (e.g., technician en-route notifications with photos)
• Help coordinate technician engagement initiatives (e.g., weekly 30-minute Friday team check-ins for feedback and training)
• Assist with technician onboarding support materials such as name tags or job aids

Required Skills & Qualifications

• Strong customer service and phone communication skills
• Ability to remain calm and professional with difficult customers
• Excellent organizational and multitasking abilities
• Fast and accurate typing skills (preferred)
• Strong attention to detail (especially for billing and work orders)
• Ability to work independently in a fast-paced environment
• Comfortable working with dispatching, scheduling, and service coordination

Preferred Qualifications

• Experience using BuildOps (strong advantage)
• Familiarity with QuickBooks and service billing workflows
• Previous experience in dispatching, service coordination, or construction/service industry operations
• Understanding of work order management systems
• Experience working with field technicians and service teams

Key Traits for Success

• Friendly, professional, and customer-first mindset
• Highly organized and process-driven
• Strong sense of urgency and accountability
• Problem solver who can think on their feet
• Team player with positive morale and communication style

Work Environment

• Office-based role in Oakland, California
• Close coordination with technicians, project managers, and customers
• High interaction role requiring responsiveness throughout the workday