Service Dispatcher - After Hours (CSR)

Booth & Partners; Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

Booth & Partners is seeking an After-Hours Service Dispatcher to act as the critical link between customers and our technical team during high-stakes periods. You will quickly dispatch Priority-1 calls, ensure SLAs are met, and maintain meticulous documentation for profitability and customer satisfaction.

The role requires calm under pressure, the ability to manage complex schedules, and strict adherence to escalation protocols.

Qualifications

• 1–2 years of experience in high-volume dispatching, emergency coordination, or complex customer service.
• Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus.
• Ability to multitask and prioritize in a fast-paced, emergency-first environment.
• Exceptional active listening and verbal/written communication skills.

Responsibilities

• Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.
• Verify that call descriptions are accurate and that customer-provided NTE limits are noted prior to dispatch.
• Deliver comprehensive verbal briefings to Technicians for every dispatch; maintain professional correspondence with customers, managers, and internal stakeholders.
• Maintain and update Third-Party Systems (TPS) and internal databases (GP/Schedule), including technician status, scheduled dates, and service notes.
• Follow regional escalation protocols if a technician is unreachable, ETA is at risk, or conflicts arise.
• Facilitate the "Check-out" process to ensure data fields are completed for billing accuracy.
• Prepare a comprehensive electronic hand-off report for the incoming shift.

Skills

Dispatch experience

Emergency coordination

CRM software

Active listening

Verbal/written communication

Multitasking

Reliability

Team collaboration

Tools

GP/Schedule

TPS

Job description

Makati, United States | Posted on 09/09/2026

• 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.