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The Dispatch Coordinator is a critical operational role responsible for coordinating daily field activities, supporting technicians, and ensuring clear, timely communication with customers. This position serves as the central hub between customers, field technicians, and internal departments to ensure efficient scheduling, service delivery, and issue resolution.
This role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment
Key Responsibilities
Dispatch & Scheduling
Coordinate and dispatch field technicians for installations, service calls, and maintenance work
Build and manage daily, weekly, and emergency schedules based on priority and technician availability
Optimize routes and schedules to improve efficiency and response times
Monitor technician progress throughout the day and adjust schedules as needed
Customer Communication
Serve as a primary point of contact for customers regarding service appointments and updates
Proactively communicate delays, reschedules, and service status changes
Provide professional and timely responses to customer inquiries via phone, email, and ticketing systems
Ensure a high level of customer satisfaction through clear and consistent communication
Operations Support
Assist Operations team with tracking work orders, service completion, and job status updates
Maintain accurate records in dispatching and ticketing systems (CRM, FSM tools, etc.)
Support coordination of emergency outages and priority service restoration efforts
Collaborate with construction, network, and customer service teams to align on priorities
Technician Support
Act as the main point of contact for field technicians throughout the day
Provide technicians with job details, customer information, and updates
Assist with troubleshooting logistical issues in the field (access issues, scheduling conflicts, etc.)
Ensure technicians are properly assigned, equipped, and informed before each job
Administrative & Reporting Duties
Track key metrics such as job completion rates, on-time arrivals, and service delays
Generate and maintain reports for operations leadership
Identify scheduling inefficiencies and recommend process improvements
Ensure compliance with company policies and service standards
Qualifications
Required
2+ years of experience in dispatching, scheduling, or operations coordination (ISP, telecom, or service industry preferred)
Strong organizational and multitasking abilities
Excellent communication skills (written and verbal)
Ability to work in a fast-paced, high-volume environment
Proficiency with Microsoft Office and scheduling/ticketing systems
Preferred
Experience in ISP, telecommunications, or managed service provider (MSP) environments
Familiarity with field service management (FSM) or CRM platforms
Understanding of basic networking or construction terminology
Experience coordinating field technicians or service crews
Core Competencies
Communication: Clear, professional, and proactive with both customers and internal teams
Organization: Able to manage multiple schedules, priorities, and updates simultaneously
Problem Solving: Quick thinker who can adapt to changes and resolve scheduling conflicts
Accountability: Takes ownership of schedules, communication, and outcomes
Team Collaboration: Works cross-functionally with operations, sales, and technical teams
Work Environment
Primarily office-based with frequent communication with field staff
May require extended hours or flexibility during outages or peak service periods
Success MetricsOn-time job completion rates
Customer satisfaction and communication quality
Schedule efficiency and technician utilization
Response time to service changes and issues
Why This Role Matters
This role is essential to delivering a seamless customer experience and ensuring operational efficiency. A strong Dispatch Coordinator directly impacts technician productivity, customer satisfaction, and the company’s ability to scale service delivery.
