Service Dispatcher & Assigner

About the Role Are you a master multi-tasker who thrives in a fast-paced environment? Do you love solving the daily puzzle of logistics while keeping both field technicians and customers happy? We are seeking a sharp, highly organized Service Dispatcher & Assigner to serve as the air traffic control for our field operations across Texas and Minnesota. In this role, you will be the primary link between our customers, our field technicians, and our internal management team. You’ll be responsible for maximizing our tech efficiency, keeping data pristine, and ensuring our daily operations run like a well-oiled machine. If you are calm under pressure, quick on your feet, and love a dynamic workday where no two days are exactly the same, we want to hear from you! Key Responsibilities 1. Daily Job Dispatch & Routing Smart Scheduling: Assign incoming jobs to the right technician based on priority, geographic location (TX/MN), and real-time technician availability. Route Optimization: Build and continuously adjust daily schedules to maximize technician efficiency and minimize downtime. Real-Time Adjustments: Pivot and reroute jobs on the fly to handle last-minute cancellations, no-shows, or urgent emergencies. 2. Technician Communication & Support Field Support: Act as the primary point of contact for technicians throughout the day—confirming job details, answering questions, and helping troubleshoot on-site scheduling issues. Live Updates: Seamlessly push schedule changes and high-priority jobs out to technicians as they happen. Status Tracking: Closely monitor technician statuses (en route, on-site, completed, available) to ensure all dispatch decisions are made using real-time data. 3. Customer Communication Expectation Management: Confirm appointment windows, handle reschedule requests, and proactively notify customers if a technician is running behind. First Contact: Serve as the first line of communication for customer scheduling questions. Smart Escalation: Identify and escalate larger customer issues (complaints, disputes, urgent escalations) to the appropriate manager instead of trying to solve everything solo. 4. Job Data Accuracy Data Integrity: Log job outcomes (sold, cancelled, callback, rescheduled, etc.) into our tracking sheets accurately and on the same day. Proactive Auditing: Flag discrepancies in job statuses, technician assignments, or missing information before they impact downstream reporting. Note: This data feeds every major company report, so accuracy and timeliness are critical parts of this role. 5. Cross-Department Coordination Team Collaboration: Work daily alongside our Customer Service Representatives (CSRs), Operations, and Appointment Setting teams. Feedback Loop: Partner with technicians on their job tracking and necessary follow-ups. Eyes & Ears on the Ground: Flag technician performance trends, scheduling conflicts, or process gaps directly to the Operations Manager. What We Are Looking For Preferred Requirements: Experience: Previous background in dispatch, scheduling, a call center, or another fast-paced, field-facing coordination role. Multi-tasking Maestro: A strong multi-tasker who stays calm, cool, and organized when the schedule changes rapidly. Communication Skills: Clear, friendly, and professional communicator who is equally comfortable talking to a technician in the field as they are with a customer on the phone. Phone Stamina: Comfortable being on the phone and text/chat platforms for the majority of the workday. Tech-Savvy: Basic comfort with spreadsheets and CRM tools, with a strong willingness to master our core tech stack (Workiz, Google Sheets, Google Chat). Problem-Solver: An independent thinker who can make reasonable calls on reroutes and reschedules without needing every minor decision escalated. Bonus Points (Optional): Experience in home services, field services, or the trades (HVAC, plumbing, garage doors, electrical, etc.). Familiarity with Workiz or similar field service management software. Experience dispatching across multiple markets, time zones, or regions.