Dispatch Agent

Role summary We are seeking a reliable, detail-oriented, and customer-focused Dispatch & Scheduling Agent to join our growing operations team. In this role, you will be responsible for coordinating daily service appointments, assigning jobs to field technicians, monitoring technician schedules, and ensuring efficient communication between customers and our service team. You will also manage inbound and outbound calls, confirm appointments, provide service updates, and help resolve scheduling issues to ensure a smooth customer experience. The ideal candidate is highly organized, possesses excellent communication and problem-solving skills, and is comfortable working in a fast-paced environment where multitasking and attention to detail are essential. Success in this role requires the ability to prioritize tasks, adapt to changing schedules, and maintain a professional and positive attitude while delivering outstanding customer service. This position plays a vital role in supporting daily operations and ensuring that our technicians and customers receive timely, efficient, and high-quality service. Duties and responsibilities Schedule, reschedule, and confirm customer service appointments. Dispatch work orders to technicians based on location, availability, and skill set. Monitor technician schedules and make real-time adjustments as needed. Communicate with customers before, during, and after service appointments. Answer inbound calls, emails, and text messages professionally and promptly. Provide customers with appointment updates, technician arrival times, and service information. Coordinate with technicians to ensure jobs are completed efficiently and on schedule. Handle cancellations, rescheduling requests, and emergency service calls. Maintain accurate customer records, job notes, and scheduling information in the company CRM and dispatch software. Follow up with customers to ensure satisfaction and address any service-related concerns. Work closely with the operations team to optimize daily scheduling and technician productivity. Escalate customer complaints or operational issues to management when necessary. Ensure all dispatch activities comply with company policies, procedures, and service standards. Support administrative and operational tasks as assigned. Job requirements Fluent English communication skills (spoken and written) are mandatory . Please do not apply if you are not fluent in English , as this role requires daily communication with customers, technicians, and internal team members in English. Previous experience in dispatching, scheduling, customer service, or call center operations is preferred. Strong verbal and written communication skills with a professional phone manner. Excellent organizational and time-management abilities. Ability to multitask and prioritize work in a fast-paced environment. Strong problem-solving skills and attention to detail. Proficiency in Microsoft Office (Word, Excel, Outlook) and the ability to quickly learn dispatch or CRM software. Ability to work independently while collaborating effectively with a team. Flexible to work according to U.S. business hours and company scheduling needs. Positive attitude, professionalism, and a strong commitment to providing outstanding customer service. Submission guidelines To be considered for this position, please follow the application instructions below: Include the Position Title and Reference Number in the subject line of your email. Example: Dispatch & Scheduling Agent – Fixino-001 Attach your updated resume (PDF format preferred). Record and submit a 2-minute video or audio introduction in English . In your recording, please: Introduce yourself briefly. Share your relevant experience and background. Explain why you believe you are a strong candidate for this position. Demonstrate your English communication skills clearly and confidently. Send your complete application to the designated company email before the application deadline. Please note: Applications that do not follow the above submission instructions or do not include the required English introduction may not be considered.