Dispatcher

De Novo HRConsulting & Business Advisory; Louisville (KY); On-site; USD 25,000 - 33,000; Full time

Job summary

Our client is seeking a Dispatcher to coordinate and manage the flow of service work for an elevator services company. The role emphasizes scheduling, timely communication, and high-quality customer experience, with duties spanning call handling, tracking, and after-hours coordination.

The ideal candidate has strong written and verbal communication, the ability to juggle multiple tasks in a fast-paced environment, and familiarity with MS Office and Microsoft Dynamics.

Qualifications

• Minimum of two years in a Customer Service or Support role.
• Experience as a Dispatcher preferred but not required.
• Advanced written and verbal communication skills.
• Ability to coordinate multiple assignments in a fast-paced environment.
• Proficiency with MS Office and Dynamics.

Responsibilities

• Answer and monitor customer calls and emails, including the service inbox.
• Update the dispatch system throughout the day.
• Monitor service callbacks and updates on repairs.
• Coordinate after-hours service requests and dispatch accordingly.
• Follow up with technicians to identify issues and mitigate problems.
• Communicate with customers about service scheduling and delays.
• Provide friendly, professional customer interactions and issue resolution.
• Ensure services meet customer needs and service level agreements.
• Process deliveries and assist with inventory and parts tracking.
• Support drivers with supplies and materials as directed.

Skills

Customer service

Communication

Multi-tasking

Tools

MS Office

Microsoft Dynamics

Job description

Our client, an established elevator services company, is seeking a Dispatcher to join their team. The company specializes in elevator maintenance, repairs, modernization, and new installations across all major brands. The Dispatcher will coordinate and manage the flow of service work to ensure efficient scheduling, timely service, and effective communication.

Essential Responsibilities Include:

• 1. Answer and monitor all customer phone calls and emails, including the general service inbox
• 2. Update dispatch system throughout the day.
• 3. Monitor service callbacks and repairs and check for updates.
• 4. Coordinate with answering service to process after hour requests for service or sales, and dispatch accordingly.
• 5. Continually follow up with technicians throughout the day to proactively identify potential issues and prevent/mitigate service problems.
• 6. Communicate with customers regarding scheduled service, service delays, and general questions.
• 7. Engage with clients in a friendly and professional manner while actively listening to their concerns and providing a best in class customer experience.
• 8. Ensure services are completed in accordance with customer needs &/or requests while meeting service level agreements.
• 9. Process common carrier small package (service parts) deliveries, including signing, receiving, and distributing to service mechanics.
• 10. Provide support for inventory management and purchase orders for parts/materials under direction of Coordinator.
• 11. Assist with the recording and collecting supplies and materials given to drivers (eg: gas cards, tools, key fobs).

Highly Qualified Individuals Will Possess Most or All of the Following:

• Minimum of two (2) years' experience in a Customer Service or Support role.
• Experience as a Dispatcher preferred but not required.
• Advanced communication skills, both written and verbal.
• Ability to coordinate multiple assignments and projects in a fast-paced environment with possibility of conflicting priorities in a professional manner.
• Highly proficient in MS Office suite of products, including Microsoft Dynamics.