Dispatcher

Company Overview

American 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 Overview

The 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—balancing priorities, managing scheduling, and driving operational efficiency. This is an excellent opportunity for an individual with prior scheduling, dispatching, or resource planning experience—or a recent degree holder ready to grow into a leadership role.

Responsibilities & Expectations

Scheduling & Dispatch Coordination

• Manage and maintain a master schedule for all service activities, ensuring timely response to customer needs.
• Coordinate technician assignments based on geography, skillset, and priority level
• Continuously update scheduling plans to balance planned and unplanned service requests.
• Prioritize emergency calls while maintaining productivity and efficiency across the team.

Customer & Technician Communication

• Serve as the primary point of contact for customer service scheduling and follow-ups.
• Communicate daily with technicians, customers, and internal departments via phone, email, text, and in-person.
• Ensure clear and timely updates regarding job status, scheduling changes, and follow-up repairs.

Systems & Documentation

• Utilize NetSuite and CRM platforms to locate, update, and maintain customer records.
• Manage and track scheduling data in Microsoft Excel or Google Sheet for internal reporting and coordination.
• Generate quotes for follow-up repairs and planned maintenance work

Operational Support

• Partner with Service team leadership and others to identify scheduling trends and optimize dispatch processes.
• Support continuous improvement efforts by contributing ideas for better workflow and resource utilization.
• Adapt to growth, process changes, and new technologies to support the company’s evolving needs.

Performance Metrics

• Schedule Adherence and On-Time Dispatch Rate
• First-Time Completion Rate (FTCR)
• Average Response Time to Emergency Calls
• Customer Communication Accuracy
• Quote and Follow-Up Turnaround Time

Key Attributes for Success

• Highly organized and detail-oriented with exceptional time management skills.
• Clear, professional communication style—both written and verbal.
• Proactive, self-driven, disciplined, and comfortable managing multiple priorities simultaneously.
• Team-oriented with a collaborative mindset focused on organizational success.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person