Service Dispatcher - After Hours

HireBooth; Southern Manila District; Hybrid; PHP 3,785,000 - 5,678,000; Full time

Job summary

HireBooth is seeking an After-Hours Service Dispatcher to link customers with on-call Technicians during emergencies. You will rapidly assign Priority-1 calls, verify NTE limits, and brief technicians to ensure SLAs are met. Maintain TPS and GP/Schedule data, escalate when needed, and produce a thorough hand-off for the next shift.

The role demands calm, clear communication, meticulous documentation, and the ability to work nights, weekends, and holidays in a fast-paced office setting.

Qualifications

• 1–2 years of experience in high-volume dispatching or emergency coordination.
• Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software.
• Ability to multitask and prioritize in a fast-paced, emergency-first environment.
• Excellent verbal and written communication, and solid customer service.
• Reliable, punctual, and able to work independently during non-traditional hours.

Responsibilities

• Strategically dispatch Emergency/Priority-1 service calls to Technicians based on real-time schedules.
• Verify call descriptions and Not-to-Exceed (NTE) limits prior to dispatch.
• Provide comprehensive verbal briefings and maintain professional communication with customers and teams.
• Maintain TPS and GP/Schedule data, including technician status and service notes.
• Follow regional escalation protocols if an issue arises or ETA is at risk.
• Ensure data completeness during Check-out and prepare hand-off reports for the next shift.
• Manage Smart List tasks and transition information for a smooth hand-off.

Skills

Dispatching experience

High-volume coordination

Active listening

Verbal/written communication

Team collaboration

Multitasking

Tools

GP/Schedule

TPS

CRM/ERP software

Job description

• State/Province National Capital Region (Manila)
• Country United States

Job Description

The After-Hours Service Dispatcher serves as the critical link between our customers and our technical team during high-stakes, emergency periods. You will be responsible for the rapid dispatching of Priority-1 service calls to on-call Technicians, ensuring all service level agreements (SLAs) are met with precision. This role requires a calm-under-pressure communicator who can manage complex schedules, navigate escalation protocols, and maintain meticulous documentation to ensure departmental profitability and customer satisfaction.

Essential Functions

Strategic Dispatching: Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.

Operational Quality Control: Verify that call descriptions are accurate and that customer-provided Not-to-Exceed (NTE) limits are clearly noted prior to dispatch.

Active Communication: Deliver comprehensive verbal briefings to Technicians for every dispatch; maintain professional correspondence via phone and email with customers, managers, and internal stakeholders.

System Management: Maintain and update Third-Party Systems (TPS) and internal databases (GP/Schedule), including technician status, scheduled dates, and detailed service notes.

Escalation Oversight: Strictly follow regional escalation protocols if a technician is unreachable, an ETA is at risk, or a customer service conflict arises.

Process Integrity: Facilitate the "Check-out" process, ensuring Technicians have completed all required data fields in the system to maintain smooth call flow and billing accuracy.

Administrative Transition: Manage "Smart List" tasks and prepare a comprehensive electronic hand-off report to ensure the incoming shift is fully briefed on pending items.

Requirements

Experience: 1-2 years of experience in high-volume dispatching, emergency coordination, or complex customer service.

Technical Proficiency: Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus.

Critical Skills: Ability to multitask and prioritize in a fast-paced, "emergency-first" environment.

Exceptional active listening and verbal/written communication skills.

Strong interpersonal skills with a "team-first" mentality.

Reliability: Proven track record of punctuality and the ability to work independently during non-traditional hours.

Location: Must be willing to work in both BGC and Makati City.

Availability: Must be open to a rotating schedule , including nights, weekends, and holidays as required by the after-hours nature of the role.

Physical Demands & Environment

Setting: Professional office environment.

Activity: Approximately 90% of the shift is performed in a seated position. Requires frequent use of hands/arms, clear verbal communication, and the ability to view computer monitors for extended periods.

Peak Season: Extended work hours may be required during the Summer or as needed due to workload.