Job Description

Job Title: Service Dispatcher (Contract)

Locations: Canton, MA 02021 (Onsite)

Position Type: Contract (3–4 months, with potential extension)

Position Summary

We are seeking a highly organized, customer-focused Service Dispatcher to join our fast-paced team. This role is critical in coordinating high-volume service operations, ensuring timely dispatch, and maintaining exceptional communication with customers and field technicians. The ideal candidate thrives in dynamic environments, excels under pressure, and is adept at balancing multiple priorities while delivering top-tier customer service.

Key Responsibilities

Dispatch & Coordination:

• Receive and assess incoming service calls; prioritize and dispatch technicians based on urgency, location, and skill set.
• Provide parts support to field teams to minimize return visits and optimize efficiency.
• Collaborate with the Installation Coordinator to share manpower resources and improve productivity.

Customer & Technician Support:

• Maintain clear communication with customers to gather service details and ensure satisfaction post-service.
• Address call overloads by redirecting or assisting field technicians as needed.
• Conduct monthly technician ride-alongs to better understand team needs and challenges.

Administrative & Reporting:

• Track service calls, generate performance metrics, and maintain detailed logs/manuals.
• Provide administrative backup to the Service Supervisor and support National Accounts dispatch coordination.

Sales Support:

• Promote service agreements to customers to drive recurring revenue opportunities.

Requirements

Mandatory:

• Valid state driver’s license (unrestricted).
• 1+ year of customer service, dispatching, or field service experience.
• High school diploma or GED equivalent.
• Availability to work onsite 7:00 AM – 4:00 PM, with flexibility for overtime (40–50 hours/week).

Skills & Competencies:

• Exceptional verbal/written communication and conflict-resolution skills.
• Proficiency in MS Office (Excel, Word, Outlook) and comfort with scheduling tools.
• Ability to multitask, prioritize deadlines, and adapt in a high-volume environment.
• Strong customer service orientation with a problem-solving mindset.

Preferred Qualifications

• Associate degree or technical certification.
• 2+ years in service management, call center operations, or security hardware industries.
• Experience with team development and process improvement.

Work Environment

• Fast-paced, high-volume service operations with frequent interaction between customers and field teams.
• Occasional travel for technician ride-alongs.

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