Dispatcher – Service Desk (Eastern Time Zone)
About The Position
Dispatcher – Service Desk (Eastern Time Zone) Job Type: Full-Time Location: Remote – Eastern Time Zone Preferred Position Summary NOTE: In Office until fully trained / Remote – local applicant preferred The Service Desk Dispatcher serves as the central coordination point for service management requests across customers, partners, field technicians, and internal teams. This role is responsible for receiving service requests, creating and managing service tickets, and coordinating technicians and resources to ensure service delivery according to customer agreements and service-level commitments. Working in a fast-paced service environment, the Dispatcher manages incoming requests, assigns field technicians, monitors ticket progress, and maintains accurate records within the service management system. The Dispatcher communicates with customers, technicians, and project managers to ensure service issues are resolved efficiently while maintaining a high level of customer satisfaction.
Requirements
- High School Diploma or equivalent required.
- Minimum one to two years of customer service experience preferred.
- Previous dispatch or call center experience preferred.
- Experience working with ERP or service management systems preferred (IFS, Salesforce, ServiceNow, Dynamics, SAP, Oracle, NetSuite, or similar).
- Proficiency in Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
- Strong organizational and multitasking abilities.
- Excellent written and verbal communication skills.
- Ability to work independently while managing multiple requests simultaneously.
- Strong attention to detail and ability to follow written processes.
- Remote position supporting Eastern Time Zone operations.
- Dedicated workspace required.
- Reliable high-speed internet connection required.
- Must maintain professional communication and responsiveness while working remotely.
- Ability to work weekly alternating scheduled shifts of 6:00 AM – 3pm and 1:00pm - 10:00 PM Eastern Time
- In Office position until operational proficiency has been completed then remote position supporting Eastern Time Zone operations.
- Ability to work weekly alternating scheduled shifts of 6:00 AM – 3pm and 1:00pm - 10:00 PM Eastern Time .
Responsibilities
- Receive and process incoming service requests from customers, partners, technicians, and internal teams.
- Receive and process incoming service requests from customers, partners, technicians, and internal teams.
- Create service requests and service tasks within the IFS system based on documented procedures.
- Assign service calls to available field technicians in coordination with management and project teams.
- Maintain accurate service ticket updates including status, technician assignments, and service notes.
- Monitor service queues, alerts, and notifications to ensure compliance with customer SLAs.
- Communicate with customers and internal teams regarding service status, scheduling, and issue resolution.
- Coordinate field service visits, depot repairs, and project-related service tasks.
- Monitor and track shipments, deliveries, and equipment returns related to service requests.
- Create and maintain customer locations (“Places”) within the IFS system when required.
- Monitor multiple communication channels including phone, email, and Microsoft Teams for service activity.
- Escalate service issues or delays to management when necessary.
- Provide clear and professional communication to customers and internal teams.
- Maintain organized service documentation and records.
- Promote a professional, service-oriented company image in all customer interactions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
