Job Description

Position : Dispatcher (Installation Operations)

Work Hours (Client) : Monday to Friday, 8:00 AM – 5:00 PM EST, with some weekend coverage as needed

Pay Range : $1,000 to $1,500 / month (varies based on skill set and experience level)

Location of Search : South Africa, Latin America or Phillipines

Work Location : Remote

Company Overview:

Our organization delivers premier installation, maintenance, and field service solutions across residential and commercial sectors.

Role Overview:

The Dispatcher (Installation Operations) serves as the central hub for daily field activities. This position is responsible for scheduling, routing, and real-time monitoring of field installation technicians. The ideal candidate ensures optimal technician utilization, timely job completions, rapid problem resolution, and exceptional communication across field crews, management, and end clients.

Duties and Responsibilities:

• Manage and optimize daily installation schedules and dispatch field technicians efficiently, accounting for New York City geography and route efficiency.
• Monitor real-time progress of field crews to ensure on-time arrival and adherence to work orders.
• Handle unexpected delays, emergency schedule adjustments, and equipment issue escalations promptly.
• Call customers to schedule and confirm installation appointments, maintaining clear communication regarding appointment windows, updates, delays, cancellations, and reschedules.
• Verify completed work orders, update system logs, and ensure accurate record-keeping for billing.
• Communicate issues to Home Depot accurately and promptly.
• Coordinate seamlessly with internal teams and installers.
• Handle high-volume daily communication, including around 30+ calls per day.
• Support weekend inquiries as needed to reduce Monday backlog.
• Assist in building Standard Operating Procedures (SOPs) and documenting procedures as needed.

Minimum Qualifications:

• 2+ years of experience in dispatching, field service coordination, or logistics management.
• Proficiency with Field Service Management (FSM) software and GPS tracking systems.
• Strong English phone communication skills. 
• Excellent customer service and internal coordination skills.
• Ability to follow detailed protocols exactly.
• Comfortable in a fast-paced, repetitive, high-volume role.
• Strong geographic knowledge of the service area and route optimization skills.
• High School Diploma or GED equivalent (Associate/Bachelor degree preferred).

Preferred Qualifications:

• Prior background in HVAC, electrical, telecommunications, or mechanical installation operations.
• Experience handling high-volume calls and multi-channel field communications (radio, SMS, chat).
• Spanish-speaking ability / bilingual English-Spanish.

Technology & Tools:

• FSM Software (e.g., Salesforce Field Service, ServiceTitan, Jobber, or Workiz)
• GPS Tracking & Telematics Tools (e.g., Samsara, Verizon Connect)
• Microsoft Office Suite / Google Workspace
• Web-based software experience preferred.

Ideal Candidate Profile:

A quick thinker and proactive problem-solver who thrives under pressure in a fast-paced field environment. Possesses excellent communication skills, high attention to detail, and a customer-centric approach to balancing field efficiency with client satisfaction.

Success Metrics:

• On-Time Arrival Rate for scheduled installation appointments (>95%).
• Technician Utilization and daily completion rates.
• First-Time Fix / Completion Rate.
• Customer Satisfaction Scores (CSAT) related to scheduling and updates.

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