Call Center Dispatch Lead

Renuity; Vancouver (WA); On-site; USD 30,000 - 39,000; Full time

Job summary

Renuity in Vancouver, WA is seeking a Call Center Lead (Dispatch) to manage the in-home appointment schedule across West markets. You will ensure coverage of sales reps, route efficiently, and serve as the primary contact for customers and internal teams when appointments change.

The role requires 2+ years in dispatch or scheduling, strong organization, and excellent communication. You will work with LeadPerfection, Five9, RingCentral, and Microsoft Office in a fast-paced environment.

Qualifications

• 2+ years of dispatch, scheduling, or appointment coordination experience.
• Tech savvy with navigation of relevant software.
• Strong organization and multitasking abilities.
• Good judgment and critical thinking.
• Excellent communication skills.
• High school diploma or GED.

Responsibilities

• Manage the in-home sales appointment schedule across West markets.
• Ensure adequate sales rep coverage and route efficiently.
• Communicate with customers and internal teams about schedule changes.
• Reroute and reassign leads to ensure two appointments per rep daily.
• Pull reports to identify schedule changes and staffing adjustments.
• Fill all appointment slots with coordination across teams.
• Assist Verification as needed; provide dispatch training.

Skills

Organizational skills

Multitasking

Effective communication

Tech savvy

Education

High school diploma or GED

Tools

Microsoft Office

LeadPerfection

Five9

RingCentral

Job description

Call Center Lead (Dispatch) Vancouver, WA

$25/hr + Bonus!

Job Summary:

The Dispatch Lead manages the in-home sales appointment schedule across all Renuity West markets. This role ensures we have enough sales rep coverage to support booking demand, keeps every rep's day full and efficiently routed, and serves as the point of contact for customers and internal teams when appointments change.

Essential Functions:

• Review the assignment page several days in advance to confirm adequate sales rep coverage.

• When the schedule is booked out more than two days, coordinate with Sales to add a rep or transfer a rep in order to open blocks for the call center to fill.

• Monitor sales rep availability across all markets to ensure coverage is in place and capacity remains available for new bookings.

• Review all outliers to determine whether they can be paired and run together on the same day.

• Communicate with customers regarding late arrivals, at-the-door cancellation attempts, and other schedule changes, using the resources and tools provided to save the appointment and prevent cancellations.

• Reroute and reassign leads so that every sales rep has an appointment at 9:00 AM and at either 1:00 PM or 5:30 PM, with a minimum of two appointments per rep per day.

• Pull reporting to identify where sales reps were added to or removed from the schedule.

• When a gap needs to be filled, work with call center agents, Inside Sales, and Costco managers to ensure every appointment slot is filled.

• Assist the Verification team as needed.

• Provide training to new team members on dispatch processes, systems, and scheduling standards.

• Additional duties as assigned.

Qualifications:

• 2+ years of dispatch, scheduling, or appointment coordination experience, preferably in in-home sales or home improvement.

• Tech savvy, with the ability to navigate relevant software.

• Outstanding organization and multitasking abilities.

• Advanced sound judgment and critical thinking skills.

• Effective communication skills.

• High school diploma or GED.

Computer Operations:

To perform this job successfully, an individual should have strong knowledge of Microsoft applications and the ability to learn and effectively use software applications such as LeadPerfection, Five9, RingCentral, and other various applications used in the performance of job duties.

Training:

Every new call center associate must successfully complete the training period. Training will be a mixture of “in-class” and shadowing periods. If management determines that the trainee is not ready, he/she may be required to spend additional time training. The management team also reserves the right to dismiss a trainee from the program if it is determined that they are not excelling within the training.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].

If you have a question regarding your application, please contact [e-mail]

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