Dispatcher

Job Title: Dispatcher

Department: Office
Reports To: VP of Administration
FLSA Status: Non-Exempt
Location: Blue Springs, MO

Position Summary

The Dispatcher plays a key role in ensuring the smooth scheduling and coordination of service calls for a growing fire protection company. This position is responsible for communicating with customers, assigning technicians, and coordinating multiple trades—including fire sprinkler, alarm, and extinguisher services—to complete jobs efficiently and on schedule.

The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment. Strong customer service and communication skills are essential, as the Dispatcher serves as the central point of contact between customers, technicians, and management.

Key Responsibilities

Scheduling & Coordination

• Schedule, assign, and adjust service calls for multiple trades (e.g., fire sprinkler, alarm, fire suppression, and extinguisher technicians).
• Coordinate multi-trade jobs to ensure efficient completion of work and minimal disruption to customers.
• Monitor technician availability, travel times, and workload to maximize productivity.
• Track job progress and update customers and managers as needed.

Customer Service

• Act as the primary point of contact for incoming service requests via phone and email.
• Communicate professionally with customers regarding scheduling, project updates, and service needs.
• Provide timely follow-up on open service calls, quotes, and inspection results.
• Handle customer inquiries and concerns with professionalism and a solutions-oriented approach.

Administrative Support

• Create and maintain accurate service tickets, work orders, and scheduling records in company systems (e.g., ServiceTrade or similar software).
• Verify customer information, job details, and required documentation before dispatching technicians.
• Support the service department with data entry, report generation, and coordination of required permits or paperwork.
• Assist with tracking technician time, job completion, and billing information as needed.

Team Communication

• Work closely with technicians, service managers, and coordinators across departments to ensure seamless communication.
• Anticipate and resolve scheduling conflicts or resource shortages.
• Keep leadership informed of any delays, safety concerns, or significant customer issues.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• 2+ years of experience in dispatching, scheduling, or coordination—preferably in fire protection, HVAC, construction, or a service trade environment.
• Excellent communication and customer service skills.
• Strong organizational and multitasking abilities with attention to detail.
• Ability to work effectively under pressure and adapt to changing priorities.
• Proficiency with Microsoft Office Suite; experience with dispatch or service management software (e.g., ServiceTrade, Vista, or similar) preferred.
• Knowledge of fire protection services and terminology a plus.

Core Competencies

• Customer Focus
• Communication and Professionalism
• Organization and Time Management
• Problem Solving and Initiative
• Team Collaboration
• Adaptability in a Fast-Paced Environment

Work Environment

• Fast-paced office environment supporting field service operations.
• Frequent communication with customers, technicians, and management.
• Standard office hours with occasional flexibility to accommodate emergency calls or after-hours coordination.

Career Growth

As part of a growing company, this position offers opportunities for advancement within the service or administrative management teams for individuals who demonstrate strong performance, reliability, and leadership potential. This position offers competitive pay and benefits, as well as eligibility for our company-wide profit-sharing plan.

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Work Location: In person