Dispatch Support Specialist
About this role
Position Overview
We are seeking a highly organized and proactive Dispatch Support Specialist to assist in coordinating daily operations between technicians, customers, and office staff. This role ensures that jobs run smoothly, schedules stay optimized, and all job data is accurate and up to date.
You will work closely with dispatch, technicians, and leadership to keep the day moving efficiently while maintaining a high level of customer communication and internal organization.
Key Responsibilities
Scheduling & Dispatch Coordination
Assist in building and adjusting daily technician schedules
Monitor job progress and help keep routes efficient and on time
Reassign, reschedule, or adjust calls as needed throughout the day
Support dispatch in maximizing technician productivity and minimizing downtime
Technician Support
Communicate with field technicians regarding job details, updates, and next calls
Ensure technicians have accurate job information, including notes, history, and scope
Help troubleshoot scheduling conflicts or gaps in real time
Act as a bridge between field and office when issues arise
Customer Communication
Confirm appointments and communicate arrival windows
Notify customers of delays, schedule changes, or technician updates
Assist in booking jobs when needed
Provide a professional and helpful experience on every interaction
Job Management & Documentation
Ensure all jobs are properly updated in ServiceTitan
Review job notes, tags, and statuses for accuracy and completeness
Help maintain clean, consistent data for reporting, payroll, and follow-up
Identify missing or incorrect information and resolve it quickly
Operational Efficiency
Identify scheduling inefficiencies and recommend improvements
Help prioritize calls based on urgency, membership status, and job type
Support workflow improvements across service, maintenance, and install
Assist with special projects, reporting, or process improvements as needed
Qualifications
Strong organizational and multitasking skills
Excellent communication (phone, text, and internal team communication)
Ability to stay calm and problem-solve in a fast-paced environment
Comfortable using computers, multiple tabs, and CRM systems (experience with ServiceTitan is a plus)
Dispatch, scheduling, or administrative experience preferred
What Success Looks Like
Smooth, efficient daily schedules with minimal gaps or delays
Clear, consistent communication between office, technicians, and customers
Accurate and complete job records
Quick problem-solving when issues arise during the day
Technicians staying productive and on track
Why This Role Matters
Dispatch Support is the control center of daily operations. Your ability to keep schedules tight, communication clear, and data accurate directly impacts technician efficiency, customer satisfaction, and overall company performance.
