Schedule: Monday - Friday 10:30am - 7pm
Key Responsibilities
Work Order Intake & Triage
Review incoming reactive and preventative maintenance work orders through client platforms and CMMS systems
Verify work order details including location, priority, scope, and contact information
Assign work orders to approved vendors or internal technicians according to dispatch guidelines
Ensure work orders are updated accurately throughout the lifecycle
Dispatch Board Monitoring & Follow-Up
Continuouslymonitorthe dispatch board and assigned work queues to ensure work orders are progressingin accordance withSLA requirements
Proactively follow up on open work orders to obtain status updates, ETAs, and completion details
Identifydelayed, stalled, or at-risk work orders andtake action to movethe request forward
Prioritize work orders based on urgency, SLA, and client impact
Escalate issues, delays, or risks to the Lead Dispatcher or Supervisor as needed
Vendor Coordination & VOIP Communication
Utilize the VOIP system and other communication tools to contact vendors, confirm service acceptance, and obtain estimated time of arrival (ETA)
Coordinate with vendors to ensuretimelyresponse and completion of service requests
Maintain communication with vendors to ensure service progress and resolution
Notify leadership when vendor responsiveness or performance does not meet expectations
Client Updates & Internal Communication
Provide status updates through system notes, email, or client platforms asrequired
Communicate clearly and professionally with vendors, clients, and internal teams
Ensure all communication follows operational procedures and service standards
Support shift handoff communication to ensure continuity of service
Financial Entry & Approval Support
Enter vendor quotes, estimates, and service costs into the work order system
Verify pricing aligns with scope of work and standard guidelines when applicable
Submit financial information through the approval workflow asrequired
Notify the Lead Dispatcher or Supervisor when pricing exceeds the authorized Not-To-Exceed (NTE) amount
Ensure all required notes, attachments, and documentation are included for approval
SLA Compliance & Documentation Accuracy
Execute dispatch activitiesin accordance withdefined SLAs and priority requirements
Monitor response times, acknowledgments, and completion deadlines
Maintainaccuratenotes, timestamps, and status updates in all systems
Ensure work orderscontaincomplete information before closure
Follow documentation standardsrequiredfor reporting, audits, and client review
Team Collaboration
Work closely with CSRs, Lead Dispatchers, and Supervisors tomaintainworkflow efficiency
Assistwith coverage during high-volume periods
Follow established processes and operational guidelines
Participate in training and process improvement initiatives
Other duties as assigned by designated Leads, Supervisor, or Senior Leadership.
Qualifications
Required
1–3 years of experience in dispatch, coordination, customer service, or operations support
Experience working in a fast-paced or high-volume environment
Strong organizational and time management skills
Excellent verbal and written communication skills
Ability to manage multiple tasks simultaneously
Comfortable working in a phone-based and system-driven environment
Experience with ticketing systems, CMMS, or workflow tools
Remote Work Requirements
High‑speed internet (150-300mbps. download) isrequiredfor this role. Connection mus
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