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American Overhead Door and Dock Inc.

Company OverviewAmerican Overhead Door and Dock LLC is one of the Mid-Atlantic's largest providers of loading docks, overhead doors, high-speed doors, and related services. We are committed to growth, excellence, and providing a supportive environment for our team members.'Position OverviewThe Dispatcher plays a key role in coordinating service operations and ensuring our customers receive prompt, accurate, and professional support. The Dispatcher serves as the central communication point between customers and field teams&mdash;balancing priorities, managing scheduling, and driving operational efficiency. This is an excellent opportunity for an individual with prior scheduling, dispatching, or resource planning experience&mdash;or a recent degree holder ready to grow into a leadership role.Responsibilities &amp; Expectations Scheduling &amp; Dispatch Coordination<ul><li>Manage and maintain a master schedule for all service activities, ensuring timely response to customer needs.</li><li>Coordinate technician assignments based on geography, skillset, and priority level</li><li>Continuously update scheduling plans to balance planned and unplanned service requests.</li><li>Prioritize emergency calls while maintaining productivity and efficiency across the team.</li></ul>Customer &amp; Technician Communication<ul><li>Serve as the primary point of contact for customer service scheduling and follow-ups.</li><li>Communicate daily with technicians, customers, and internal departments via phone, email, text, and in-person.</li><li>Ensure clear and timely updates regarding job status, scheduling changes, and follow-up repairs.</li></ul>Systems &amp; Documentation<ul><li>Utilize NetSuite and CRM platforms to locate, update, and maintain customer records.</li><li>Manage and track scheduling data in Microsoft Excel or Google Sheet for internal reporting and coordination.</li><li>Generate quotes for follow-up repairs and planned maintenance work</li></ul>Operational Support<ul><li>Partner with Service team leadership and others to identify scheduling trends and optimize dispatch processes.</li><li>Support continuous improvement efforts by contributing ideas for better workflow and resource utilization.</li><li>Adapt to growth, process changes, and new technologies to support the company&rsquo;s evolving needs.</li></ul>Performance Metrics<ul><li>Schedule Adherence and On-Time Dispatch Rate</li><li>First-Time Completion Rate (FTCR)</li><li>Average Response Time to Emergency Calls</li><li>Customer Communication Accuracy</li><li>Quote and Follow-Up Turnaround Time</li></ul>Key Attributes for Success<ul><li>Highly organized and detail-oriented with exceptional time management skills.</li><li>Clear, professional communication style&mdash;both written and verbal.</li><li>Proactive, self-driven, disciplined, and comfortable managing multiple priorities simultaneously.</li><li>Team-oriented with a collaborative mindset focused on organizational success.</li></ul>Job Type: Full-timeBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Dispatcher

Join American Overhead Door and Dock Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

American Overhead Door and Dock Inc.

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Dispatcher