Dispatch Coordinator

CommandLink; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Dispatch Coordinator, where you will play a crucial role in managing field technicians and ensuring seamless service delivery. This fully remote position offers the chance to thrive in a fast-paced environment, coordinating installations and repairs while maintaining high levels of customer service. With a focus on innovation and teamwork, you'll be part of a dynamic organization that values your contributions and encourages professional growth. If you're ready to make a tangible impact and work in a culture that celebrates ideas, this opportunity is for you!

Benefits

Generous Medical, Dental, and Vision coverage

Flexible time off

401k savings plan

Fun events at cool locations

Free DoorDash lunches on Fridays

Employee referral bonuses

Qualifications

• 1+ years experience in telecommunications and dispatching.
• Ability to manage escalations and document priorities clearly.

Responsibilities

• Manage dispatch of 3rd party technicians for installations and repairs.
• Communicate effectively with vendors, customers, and internal teams.

Skills

Customer Service

Escalation Management

Organizational Skills

Communication Skills

Adaptability

Education

Experience in Telecommunications

Tools

Field Nation

Microsoft Office

Job description

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

As a Dispatch Coordinator, you will be responsible for the day management of our 3rd party field technicians including job control, changes, and scheduling for field-related dispatches as requested by our Service Delivery and Operations teams. This role involves communicating regularly with project managers and engineers, reviewing scopes of work, prioritizing workload, driving escalations when necessary, and maintaining effective communication with customers, vendors, and internal teams. This is a Full-Time, 100% Remote opportunity.

Key Responsibilities:

1. Dispatch 3rd party vendors for the purpose of installation, repair, and MAC activities
2. Utilize Field Nation & Other 3rd Party Vendor Work Order Creation tools
3. Perform technician vetting and selection for each work order
4. Provide Technician Check In and Check Out upon arrival and departure
5. Download/Upload all deliverables and work order pictures into the CommandLink Platform
6. Work reschedules and Issue resolution with all appropriate parties as needed
7. Answer incoming queue calls in a fast-paced environment and triage based on the type of call
8. Conduct daily follow-up calls with scheduled vendors/technicians to ensure daily appointments are met
9. Respond to standard technician inquiries via Field Nation, email, or phone
10. Utilize Field Nation to identify/schedule subcontractors for service and negotiate rates to maximize profitability alongside funding level management
11. Understand high-level scope of work requirements and ensure proper cost/billing
12. Update service tickets using the appropriate fields in the CommandLink Platform
13. Create and Manage various work order type templates as needed including developing product-specific scopes of work
14. Communicate regularly with internal teams and stakeholders to provide updates throughout the dispatch cycle.
15. Drive escalations as necessary to achieve results and act as a liaison between project managers, engineers, and field technicians.
16. Ensure timely and effective communication with customers, vendors, and peer organizations.

What you'll need for success:

1. Highly motivated individual who can work in a fast-paced environment and transition from task to task smoothly
2. 1+ Years of experience within the telecommunications industry.
3. Field Nation Experience is highly desirable
4. Field Technician dispatching experience preferred
5. Ability to document dependencies and priorities clearly.
6. Exhibit a high level of customer service and phone etiquette, along with the ability to transcribe information into Customer-facing notes and ensure accuracy on cost/billing
7. Experience managing escalations independently.
8. Adaptability to dynamic environments.
9. Project management and organizational skills.
10. High integrity and ethical conduct.
11. Proficiency in Microsoft Office and PC applications.

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

1. Room to grow at a high-growth company
2. An environment that celebrates ideas and innovation
3. Your work will have a tangible impact
4. Generous Medical, Dental, and Vision coverage for full-time employees
5. Flexible time off
6. 401k to help you save for the future
7. Fun events at cool locations
8. Free DoorDash lunches on Fridays
9. Employee referral bonuses to encourage the addition of great new people to the team