Dispatcher Service Representative

Dispatcher Service Representative (DSR)

Job Type: Full-Time
Work Type: In Person

Description:

The Dispatcher Service Representative (DSR) plays a key role in supporting the daily operations of the Service Department by effectively dispatching technicians, maintaining organized communications, and assisting with general administrative duties. This position is ideal for a flexible, calm under pressure, and service-oriented individual who can prioritize tasks quickly in a fast-paced environment. The DSR acts as the operational liaison between the office, field technicians, and customers, ensuring a positive service experience.

Key Responsibilities:

Dispatch & Field Coordination:

• Assign service calls to appropriate technicians based on skillset, location, and availability
• Monitor technician job progress and adjust schedules as needed
• Maintain clear communication with technicians, providing work order details and updates
• Ensure proper documentation is collected for each job, including time, materials, and payment info
• Route techs to and from the shop for paperwork drop-off, vehicle maintenance, and supplies
• Track technician PTO, upcoming appointments, and equipment needs
• Notify customers when technicians are en route and confirm appointment details

Administrative Support:

• Answer incoming service department phone calls professionally
• Hand out purchase order (PO) numbers and confirm vendor orders
• Enter and track warranty returns and open jobs over $3,000 for follow-up
• Update schedules and reschedule appointments as needed
• Check upcoming service calls daily to ensure proper inventory is staged
• Track technician vacations and coordinate truck service as needed
• Ensure all calls are addressed, and phone messages returned by end of day
• Log off systems and back up CSR duties as needed

Communication & Teamwork:

• Maintain respectful and cooperative communication with technicians and team members
• Communicate technician concerns to the Field Manager
• Ensure technician documentation is thorough and compliant
• Support and collaborate with CSR in scheduling and customer support

Weekly & Monthly Duties:

• Submit timecard
• Restock department paperwork
• Attend monthly office meetings

Requirements:

• High School Diploma or GED
• Professional telephone, verbal, and written communication skills
• Strong multitasking, prioritization, and organizational abilities
• Must work well under pressure and adapt to constant change
• Proficiency with office software and typing speed of 50+ WPM
• Strong sense of teamwork and internal customer service
• Self-motivated and committed to personal and professional development

Physical Requirements:

• Light physical activity including lifting up to 50 lbs
• Occasional bending, twisting, kneeling, and reaching
• Extended periods at a computer workstation
• Use of general office equipment

#Office1