Service Dispatcher

We are seeking a Service Dispatcher to coordinate residential technicians, service calls, customer communication, billing, and daily scheduling. Reporting to the Service Manager, this role maintains efficient dispatch operations, supports service and account teams, keeps customers informed of schedules and lead times, and ensures accurate service ticket, payroll, and customer database updates. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with some overtime.

Responsibilities

• Receive incoming customer calls and coordinate service requests.
• Schedule service calls and create dispatch tickets as calls are received.
• Dispatch residential service technicians one call at a time, including dispatching technicians from home to their first call.
• Debrief technicians after each completed ticket and maintain the dispatch board and daily schedule.
• Forecast workload two to three days in advance in coordination with customers and Account Managers.
• Schedule return trips when parts are received and follow up on pending or requested work.
• Maintain maintenance agreements, including billing, scheduling, and customer communication.
• Coordinate special-parts requests with Purchasing and provide parts-used lists for truck restocking.
• Maintain the on-call schedule, including the first on-call technician and administrative backup.
• Update the customer database and online customer portal from service ticket information.
• Bill customers daily as work is completed and transfer technician quotes into proposal templates for customers.
• Review technician timecards and submit weekly payroll.
• Make customer satisfaction calls after work orders are completed.
• Communicate clearly with Operations, Service, Sales, Account Managers, technicians, and customers.
• Perform other duties as assigned.

Required Qualifications

• High school diploma.
• Two years of related experience and/or training in customer service, dispatching, project management, or an equivalent combination of education and experience.
• Advanced customer service skills.
• Computer proficiency, including Microsoft Office software.
• Ability to multitask in a fast-paced, team-oriented environment.
• Excellent organizational and relationship-building skills.

Preferred Qualifications

• Knowledge of the industry.

Capital City Electrical Services is a full-service commercial, industrial and residential contractor, founded in 2006 delivering "A Constant Current of Excellence."