Dispatch Associate

Atlantic Coast Appliance; Baltimore (MD); On-site; USD 74,500,608 - 83,096,832; Full time

Benefits offered by this job

Flexible work arrangements

Paid time off

Birthday paid holiday

Health benefits

Company-paid life insurance

Optional employee-paid benefits

401k with 4% match

Competitive pay

Job summary

Landers Appliance in Baltimore is seeking a Dispatch Associate for a full-time role to coordinate routes, schedule technicians, and ensure timely communication with customers. You will balance daily workload with parts availability and service needs, while maintaining a high level of customer service.

The position emphasizes logistics expertise, calm decision-making under pressure, and clear communication with customers and team members. Monday–Friday, 8 AM–5 PM, on-site in Baltimore.

Qualifications

• Experience in dispatching, scheduling, routing, or operations.
• Strong organizational skills with the ability to multitask and prioritize on the fly.
• Excellent verbal and written communication—clear, respectful, and professional.
• Strong customer service instincts—you know how to balance honesty with empathy.
• Proficient using technology (Microsoft Outlook, Excel, Word, and internal scheduling software).
• Ability to type 50+ WPM and toggle between systems without losing focus.
• Monday–Friday availability, 8 AM – 5 PM.

Responsibilities

• Routing & Scheduling: Strategically build and adjust technician routes for efficiency and coverage; monitor route progress; prioritize service calls.
• Operations Support: Track technician availability and service zones; ensure daily balance and workload coverage; collaborate with the service team.
• Customer Coordination: Answer inbound calls; respond to inquiries; provide updates and confirm appointments; communicate schedule changes clearly.

Skills

Dispatching

Scheduling

Routing

Communication

Customer service

Outlook

Excel

Word

Typing speed

Multitasking

Tools

Scheduling software

Job description

Join the Team at Landers Appliance as a Full-Time Dispatch Associate!

Benefits:

• Work for an employer who demands and rewards excellence, AND cares about YOU!
• Flexible work arrangements to fit your life
• Various opportunities for career development and advancement
• Our mission is to deliver "Honest, Reasonable, & Reliable" service in every interaction
• Paid time off: 2 weeks in your first year, increasing to 3 weeks after that. Your birthday is a paid holiday.
• Health benefits (medical, dental, vision). We cover a substantial portion of your premium.
• Company-paid life insurance, with options to purchase additional supplemental coverage
• Optional employee-paid benefits including Critical Illness, Hospitalization, and Accident Insurance
• 401k enrollment with a 4% employer match.
• Competitive pay starting at $26 - $29 per hour based on experience.

At Landers Appliance, we value our team and are committed to investing in your career growth. As a Dispatch Associate, you'll play a crucial role in keeping our daily operations running smoothly while delivering an exceptional experience to our customers.

What We’re Looking For

This role is ideal for someone who thrives on coordination, planning, and real-time problem solving. Success here means excelling in four key areas:

Thinking Logistically – You enjoy building efficient plans, adjusting to changes, and making sure all the moving parts fit together. Success in this role starts with an operational mindset.

Staying Calm Under Pressure – From last-minute route changes to customer concerns, your ability to remain level‑headed and focused will set you apart.

Communicating Clearly – You’ll need to deliver all kinds of news—some good, some challenging. Your communication skills will help set expectations, explain decisions, and maintain trust.

Caring About the Customer Experience – While this role is logistics-driven, you’ll still be answering phones and speaking with customers daily. Your ability to listen, understand, and respond thoughtfully is key.

Key Responsibilities

Routing & Scheduling

• Strategically build and adjust technician routes for efficiency and coverage.
• Monitor route progress throughout the day and respond to issues in real time.
• Prioritize service calls based on urgency, location, and technician skills.

Operations Support

• Track technician availability and service zones to ensure daily balance and workload coverage.
• Collaborate with the service team to align scheduling with parts availability and customer needs.

Customer Coordination

• Answer inbound phone calls and respond to customer inquiries with professionalism and empathy.
• Provide updates, confirm appointments, and communicate schedule changes clearly and promptly.
• Ensure all customers are informed, prepared, and confident in our service.

Job Requirements

• Experience in dispatching, scheduling, routing, or operations preferred.
• Strong organizational skills with the ability to multitask and prioritize on the fly.
• Excellent verbal and written communication—clear, respectful, and professional.
• Strong customer service instincts—you know how to balance honesty with empathy.
• Confident using technology (Microsoft Outlook, Excel, Word, and internal scheduling software).
• Ability to type 50+ WPM and toggle between systems without losing focus.
• Monday–Friday availability, 8 AM – 5 PM.

About Us

Landers Appliance is a family‑owned business that has been providing appliance service and sales in the Baltimore region for over 40 years. We are dedicated to delivering "Honest, Reasonable, & Reliable" service and have cultivated a culture that reflects this in every employee‑customer interaction.