Field Service Dispatcher II – Chicago, IL 60607

Utility Energyservices; Chicago (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401(k) with company matching

Health, dental, and vision insurance

Health savings account

Life insurance

Paid time off

Job summary

Utility Energy Services, LLC is seeking a Field Service Dispatcher II (Lead) to oversee daily dispatch across Illinois and Georgia, directing scheduling for 70 technicians and ~25,000 annual appointments. You will coach dispatchers, escalate complex issues, and ensure on-time service across programs.

Lead responsibilities include training new staff, optimizing routing, coordinating technician coverage, and maintaining dispatch SOPs while partnering with program management and field leadership to

Qualifications

• 5+ years of dispatch, scheduling, or field service coordination experience.
• 1+ year in a lead, supervisory, or team training role.
• Advanced, hands-on experience with Salesforce Field Service (FSL) or another field service routing/scheduling system.
• Demonstrated experience handling customer escalations and complex service issues.
• Experience coordinating schedules across multiple territories or programs.
• Strong Microsoft 365 skills, especially Excel, Outlook, and Word.
• High school diploma or GED; Associate’s degree or equivalent work experience preferred.
• Valid driver’s license.
• Ability to pass client-required drug screen and background check.

Responsibilities

• Lead daily dispatch execution for Illinois and Georgia dispatch teams.
• Provide day-to-day direction and support to dispatchers.
• Onboard and train new dispatchers on FSL, program requirements, and customer service standards.
• Coach dispatchers in real time on routing decisions and escalation handling.
• Serve as backup dispatcher and fill coverage gaps across programs and regions.
• Oversee daily schedules and routes to ensure on-time appointments.
• Coordinate technician coverage across territories and programs.
• Monitor backlog and direct outbound scheduling to fill capacity.
• Manage urgent and emergency calls for rapid resolution.

Skills

Dispatch leadership

Communication

Problem solving

Analytical thinking

Team training

Customer focus

Education

High school diploma or GED

Associate degree preferred

Tools

Salesforce Field Service (FSL)

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

Field Service Dispatcher II– Chicago, IL 60607

November 2, 2026

• Employment Status: Full-time

WHO WE ARE

Utility Energy Services, LLC (UES) delivers high-value, cost-effective energy efficiency implementation solutions with a strong focus on safety, local investment, and exceptional customer service. Our team is dedicated to helping communities and clients reduce energy consumption and achieve sustainable results through practical, efficient solutions.

POSITION SUMMARY

We are seeking an experienced Field Service Dispatcher II (Lead) to oversee daily dispatch execution across all UES programs in Illinois and Georgia. Our dispatch team supports approximately 25,000 annual appointments and 70 field technicians across multiple utility programs.

The Dispatch Lead is the hands-on leader of the dispatch team, directing daily scheduling and coverage, supporting and coaching dispatchers, serving as the escalation point for complex customer and field issues, and ensuring quality and consistency across programs. This role works closely with the Dispatch Manager, program management, and field leadership.

TEAM LEADERSHIP & SUPPORT

• Lead daily dispatch execution for the Illinois and Georgia dispatch teams, including dispatchers and the outbound scheduler.
• Provide day-to-day direction, prioritization, and support to dispatchers.
• Onboard and train new dispatchers on FSL, program requirements, and customer service standards.
• Coach dispatchers in real time on routing decisions, customer calls, and escalation handling.
• Serve as backup dispatcher and fill coverage gaps across programs and regions as needed.

DAILY EXECUTION & COVERAGE

• Oversee daily schedules and routes across all programs to ensure appointments are met on time.
• Coordinate technician coverage across territories and programs, rebalancing workload for absences, cancellations, and same-day changes.
• Monitor backlog and open slots; direct outbound scheduling efforts to fill capacity.
• Manage urgent and emergency calls to ensure rapid resolution with available resources.

CUSTOMER ESCALATIONS

• Act as the escalation point for complex customer complaints, missed appointments, and service issues.
• Resolve escalations promptly and professionally; partner with program management on customer communication as needed.
• Model a customer-first approach and set the standard for service quality across the team.

QUALITY & CONSISTENCY

• Maintain consistent dispatch processes and service standards across Illinois and Georgia programs.
• Audit dispatch data, scheduling accuracy, and case documentation; correct issues and address trends.
• Track team KPIs (on-time arrival, completion rates, backlog, response times) and report results to the Dispatch Manager.
• Identify process gaps and recommend improvements to routing, scheduling, and workflows.
• Maintain and update dispatch SOPs and process documentation.

REQUIRED QUALIFICATIONS

• 5+ years of dispatch, scheduling, or field service coordination experience.
• 1+ year in a lead, supervisory, or team training role.
• Advanced, hands-on experience with Salesforce Field Service (FSL) or another field service routing/scheduling system.
• Demonstrated experience handling customer escalations and complex service issues.
• Experience coordinating schedules across multiple territories or programs.
• Strong Microsoft 365 skills, especially Excel (KPI tracking and reporting), Outlook, and Word.
• High school diploma or GED; Associate’s degree or equivalent work experience preferred.
• Valid driver’s license.
• Ability to pass client-required drug screen and background check.

PREFERRED QUALIFICATIONS

• Experience with utility, energy efficiency, HVAC, or home services programs.
• Experience with SAP scheduling or multi-system environments.
• Bilingual in English and Spanish.

SKILLS & COMPETENCIES

• Leads by example with a customer-first mindset.
• Able to coach, give clear direction, and hold a team to consistent standards.
• Strong judgment and decision-making under pressure; works independently.
• Analytical; comfortable using data to manage performance and coverage.
• Excellent written and verbal communication skills.
• Highly organized; able to manage competing priorities across programs.
• Commitment to safety standards and requirements.

BENEFITS

• 401(k) with company matching
• Health, dental, and vision insurance
• Health savings account
• Life insurance
• Paid time off