Dispatcher and Customer Service Specialist

Smart Care Solutions; City of Albany (NY); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

401(k)

Paid time off

Health coverage

Job summary

Horizon Bradco - A Smart Care Solutions Company in Albany, NY is seeking a Dispatcher - Customer Service to coordinate technician dispatch, manage schedules, and provide frontline customer support. You will balance priorities and route planning to ensure timely service for restaurants and commercial kitchens.

Required 1–2 years in dispatch or fast-paced customer environments, with strong communication and organizational skills.

Qualifications

• High school diploma or equivalent required; an associate or bachelor's degree is a plus.
• 1–2 years of experience in dispatching, customer service, or fast-paced environments.
• Proficiency with Microsoft Office and Windows-based systems; quick learner of new tools.
• Strong communication skills and ability to build positive relationships with customers and technicians.
• Experience with SAP, EAP, or other dispatch/Transportation Management Systems is a plus.

Responsibilities

• Coordinate and dispatch Service Technicians to customer locations, balancing priorities and service commitments.
• Serve as the central point of contact for technicians across your territory.
• Build efficient schedules and travel routes to maximize productivity and ensure timely service.
• Keep customers and technicians informed with updates and managed expectations.
• Monitor service activity in real time and adjust schedules to keep work moving smoothly.
• Drive operational success by helping the team meet performance goals and deliver customer satisfaction.

Skills

Communication skills

Organizational skills

Customer service mindset

Team player

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows-based systems

SAP

EAP

Job description

DISPATCHER - CUSTOMER SERVICE

HORIZON BRADCO - A SMART CARE SOLUTIONS COMPANY

Albany, New York

$22-$26

About the Role:

Make an impact every day. As Dispatcher, you'll be the driving force behind efficient service, ensuring technicians are where they need to be and customers get the support they count on. In this fast-paced role, you'll coordinate schedules, solve real-time challenges, and play a critical role in keeping restaurants, cafeterias, and commercial kitchens operating smoothly. If you're organized, adaptable, and enjoy helping things run seamlessly, this is an opportunity to be part of a team that keeps businesses moving.

What Will Your Day Look Like?

• Coordinate and dispatch Service Technicians to customer locations, balancing priorities, technician skills, and service commitments.
• Serve as the central point of contact for technicians across your assigned territory, providing support and guidance throughout the day.
• Build efficient schedules and travel routes that maximize productivity, reduce drive time, and ensure timely customer service.
• Keep customers and technicians informed by providing updates, managing expectations, and ensuring a seamless service experience.
• Monitor service activity in real time, proactively adjusting schedules and resolving issues to keep work moving smoothly.
• Drive operational success by helping the team meet performance goals while delivering outstanding customer satisfaction.

Shared Success Starts Here:

• Receive comprehensive training and ongoing support to help you thrive in a fast-paced dispatch environment.
• Play a critical role in connecting customers with service solutions by coordinating schedules, managing technician routes, and ensuring efficient operations.
• Enjoy market-leading benefits including 401(k), paid time off, and comprehensive health coverage.
• Build a rewarding career with opportunities for advancement into senior dispatcher, operations, and management positions.

What You Will Bring:

• High school diploma or equivalent required. An associate or bachelor's degree is a plus.
• 1-2 years of experience in dispatching, customer service, restaurant operations, or another fast-paced, customer-focused environment.
• Proficiency with Microsoft Office and Windows-based systems, with the ability to quickly learn new tools and technology.
• Strong communication skills and the ability to build positive relationships with customers and technicians.
• Excellent organizational and multitasking abilities, with a knack for balancing changing priorities.
• Strong problem-solving skills and attention to detail to help keep operations running smoothly.
• A team-oriented mindset and a passion for delivering exceptional customer service.
• Experience with SAP, EAP, and other dispatching or transportation management systems is preferred and will help you get up to speed quickly in this role.

Essential Functions:

The employee is regularly required to sit, talk, hear, and use a computer, telephone, and other office equipment. The employee is also required to occasionally stand, walk, bend, stoop, reach, and lift or move materials weighing up to 35 pounds. This position may involve light physical labor.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at [e-mail].