Service Dispatcher in Wallingford, Connecticut at Easton Pool & Spa Inc

Easton Select Group is seeking an organized and customer-focused Dispatcher to coordinate daily service operations and ensure technicians are scheduled efficiently. This role serves as the communication hub between customers, field technicians, managers, and office staff to keep work moving smoothly and deliver an exceptional customer experience.

The ideal candidate is highly organized, able to manage multiple priorities at once, communicates effectively, and thrives in a fast-paced environment.

• Schedule and dispatch service technicians to customer locations based on priority, geography, and technician availability.
• Monitor daily schedules and adjust routes as needed due to emergencies, weather, or changing customer needs.
• Coordinate service calls, maintenance visits, repairs, openings, closings, and renovation appointments.
• Communicate schedule updates and changes to field staff throughout the day.

• Answer incoming customer calls and emails professionally and promptly.
• Create service work orders and accurately enter customer information into company systems.
• Provide customers with appointment details, service updates, and estimated arrival times.
• Resolve scheduling concerns and escalate customer issues when appropriate.

• Maintain accurate records of service requests, technician assignments, and job completion status.
• Track open work orders and follow up to ensure timely completion.
• Assist with planning technician workloads and maximizing daily productivity.
• Coordinate with warehouse and operations teams regarding materials, equipment, and inventory needed for scheduled work.

• Update scheduling software, CRM, and service management systems.
• Prepare reports related to technician productivity, service volume, and scheduling metrics.
• Assist with invoicing support, documentation, and other administrative tasks as assigned.
• Support continuous improvement initiatives to enhance scheduling efficiency and customer satisfaction.

• High school diploma or equivalent required.
• Previous dispatching, scheduling, customer service, or administrative experience preferred.
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office (Excel, Outlook, Word).
• Ability to learn scheduling, dispatching, and ERP software systems.
• Experience in service, construction, field operations, transportation, HVAC, landscaping, pool service, or related industries is a plus.

• Strong attention to detail.
• Ability to prioritize work in a fast-paced environment.
• Problem-solving mindset and ability to make quick decisions.
• Customer-first attitude.
• Team-oriented and dependable.
• Comfortable communicating with field employees and customers throughout the day.

• Primarily office-based work.
• Ability to sit for extended periods while using a computer and phone.
• Occasional lifting of office supplies or materials up to 25 pounds.

• Competitive pay
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off
• Paid Holidays
• Employer-Paid Life Insurance
• Opportunities for Growth and Advancement