Dispatcher

Job Description

POSITION SUMMARY
The Dispatcher plays a critical role in delivering a WOW experience for every customer by
coordinating technicians, managing schedules, and ensuring seamless communication between the field and
the office. This role requires strong organization, quick decision-making, and strict adherence to The company Way
- company proven process for reliable, honest, and professional communication.
As JT Services continues to grow and evolve, this position will adapt to support the needs of the company,
our team, and our customers.
PRIMARY RESPONSIBILITIES
Scheduling & Dispatch Coordination
• Manage the daily schedule for all Field Service Experts, ensuring efficient routing and timely arrival
windows.
• Adjust schedules proactively based on job length, technician availability, emergencies, and customer
needs.
• Communicate clearly with technicians regarding job details, updates, and expectations.
• Ensure all jobs are assigned to the correct division and technician skill set.
• Monitor technician progress throughout the day and update customers as needed.
Customer Communication & Call Handling
• Return missed calls promptly to ensure no customer is left without a response.
• Provide customers with accurate arrival windows, updates, and next steps.
• Follow The JT Way when communicating with customers, technicians, and team members.
• Set clear futures with customers - always provide the next step and proper expectations.
Documentation & System Accuracy
• Update job notes, schedule changes, and customer communication in the CRM in real time.
• Maintain accurate call logs, dispatch notes, and technician updates.
• Ensure all job statuses in HouseCall Pro reflect real-time progress.
• Track technician availability, PTO, and daily readiness.
Operational Support
• Coordinate with the Call Center team to ensure smooth handoff of leads, calls, and scheduling
opportunities.
• Support technicians with information, parts needs, and customer updates.
• Participate in weekly and monthly team meetings to stay aligned with goals and performance
metrics.
• Attend biweekly Ivy meetings for continued learning and development.PERFORMANCE EXPECTATIONS
• Follow The company way in all actions and communications.
• Exhibit professionalism, positivity, and ownership in every customer and technician interaction.
• Maintain accurate, real-time documentation for accountability and tracking.
• Ensure technicians stay within assigned arrival windows and job durations.
• Support high conversion and customer satisfaction through effective scheduling and communication.
CORE VALUES ALIGNMENT - THE RISE STANDARD
All team members are expected to uphold and demonstrate The company way through our core values:
• Reliability - Be consistent and dependable in every task.
• Integrity - Always do the right thing for our team and customers.
• Safety - Prioritize safety for yourself, your team, and the customer.
• Excellence - Deliver WOW service and continuous improvement every day.
QUALIFICATIONS & REQUIREMENTS
• Strong communication and customer service skills
• Ability to manage a fast-paced schedule and high call volume
• Organized, detail-oriented, and able to maintain accurate documentation
• Goal-driven with the ability to meet performance metrics
• Comfortable working in a fast-paced, evolving environment
• Basic computer proficiency and CRM familiarity
• Positive attitude and commitment to company culture of excellence


Meet Your Recruiter

Christy Wylie
Staffing Manager

Christy has been in the staffing industry since 2005 and joined the American StaffCorp team in Claremore in 2018 as a Staffing Professional. In 2023 she was promoted to Staffing Manager overseeing the operations in Claremore and Pryor, Oklahoma. Christy has a strong focus on the relationships between her clients and the candidates she works with. She is highly involved in the Claremore community and is passionate about helping people succeed and will go the extra mile for you.

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