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Job Description

Title: Dispatcher [Full Time and Part Time (20 to 25 hours\week)]
Department(s): Midwest Region- Cleveland
Reports to: Technical Operations Manager

Job summary

Effectively route daily customer appointments (work orders) among field personnel, manage technician routes and workload within designated timeframes utilizing computerized workforce management applications.

Summary of essential job functions

  • Manage technician routes throughout the duty period using workforce management applications to ensure customer commitments are met. Proactively monitor technicians’ work routes to identify/eliminate possible late appointments as well as assist technicians with technical/billing issues. Cancel and reassign work assignments for field technicians, as necessary.
  • Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems and possible solutions.
  • May perform, as necessary, daily routing of field service work orders using workforce management applications. Inform and update field technicians on work in their designated areas.
  • Maintain logs (service calls, dispatch, on-time\late arrivals, complete\outstanding service calls, telephone calls to\from customers, other logs as necessary) and compile daily\weekly\monthly reports.
  • Present routing/dispatch trends, issues and corrective actions to management on a periodic and/or event-driven basis.
  • Assist supervisors and managers in follow up activities to ensure work is completed to satisfactory levels in accordance with company specifications and standards.
  • Maintain superior levels of productivity, customer service and compliance with company quality and safety policies.
  • Perform other duties as requested by Regional Manager.

Minimum requirements

  • High School Diploma or equivalent required.
  • Previous experience working in an operations center or dispatch center preferred.
  • Previous experience with Arris WorkAssure I&R and ICOMS preferred.
  • Valid Driver’s License and safe driving record required.
  • Must be able to pass a nationwide background check and drug screening.

Abilities required

  • Requires a flexible and trustworthy individual who is capable of accurately handling several actions/tasks simultaneously. Must be assertive, independent, reflect confidence in others and deal diplomatically with pressure situations.
  • Proficiency in MS Office applications. High level of computer literacy required (needed to use Arris WorkAssure I&R and ICOMS systems).
  • Work closely with coworkers, field technicians and customers (internal and external) via electronic messaging, phones, and in-person/verbal interactions in a fast-paced/demanding work environment. Must be able to multi-task and work under moderate supervision and guidance.
  • Interact with managers, supervisors, field technicians, coworkers and customers in a positive manner, follow directions and work rules and accept constructive feedback.
  • Problem-solving skills and able to think “on-your-feet.”
  • Excellent verbal, written, interpersonal communications and organizational skills.

Work Environment

  • Position sits for long periods and reads on computer screen and/or performs data entry for a large duration of the scheduled work hours.
  • Must be able to work independently.
  • Regular, punctual and consistent attendance. May be required to perform on-call duty during non-business hours, including nights, weekends and holidays, as necessary.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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