Dispatcher

Genset Services is seeking a highly organized and customer-focused Service Dispatcher to coordinate and schedule field technicians, manage service requests, and ensure timely communication between customers, technicians, and internal departments. The Service Dispatcher plays a critical role in maintaining service efficiency, maximizing technician productivity, and delivering an exceptional customer experience.

Essential Duties and Responsibilities

• Receive and process incoming service requests from customers via phone, email, and online platforms.
• Schedule and dispatch technicians based on skill set, location, availability, and service priority.
• Monitor technician schedules and adjust assignments as needed throughout the day.
• Communicate appointment details and updates to customers.
• Track service calls from initiation through completion.
• Maintain accurate service records, work orders, and customer information in company systems.
• Coordinate emergency service calls when required.
• Ensure technicians have the necessary information, parts, and documentation before dispatch.
• Follow up with customers regarding scheduling, service status, and completion of work.
• Generate and distribute service reports and scheduling updates.
• Collaborate with the Service Manager and Operations team to improve efficiency and customer satisfaction.
• Assist with administrative tasks related to service operations.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of dispatching, scheduling, customer service, or service coordination experience preferred.
• Experience in the fire protection, electrical, HVAC, construction, or service industry is a plus.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office and scheduling software.
• Ability to work in a fast-paced environment and manage changing priorities.
• Strong attention to detail and problem-solving skills.

Preferred Skills

• Experience dispatching field service technicians.
• Knowledge of service management software.
• Ability to prioritize emergency and high-priority service calls.
• Strong customer service orientation.
• Ability to work independently and as part of a team.

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to communicate effectively via phone and email.
• Occasionally lift and move office materials up to 20 pounds.