Dispatcher / Clerk

Job Title: Dispatcher / ClerkDepartment

Operations, Logistics, Field Services, or Public Safety

Reports To

Dispatch Supervisor, Operations Manager, or Office Manager

Primary Function

The Dispatcher / Clerk acts as the central communication hub for an organization. This role is responsible for receiving service requests (calls, emails, digital tickets), coordinating the schedules of field personnel (technicians, drivers, officers), and performing clerical duties to ensure accurate record-keeping. The goal is to maximize operational efficiency, ensure timely response times, and maintain clear communication between the office, the field, and the customer.

Key Responsibilities1. Dispatch Operations (50%)

• Call Intake: Receive incoming service requests via telephone, radio, or digital work order systems. Determine the nature of the request, priority level, and location.
• Resource Coordination: Assign, schedule, and dispatch field personnel (e.g., truck drivers, HVAC technicians, police officers, locksmiths) based on location, skill set, availability, and urgency.
• Route Optimization: Plan the most efficient routes for field staff to minimize fuel costs and travel time while meeting service level agreements (SLAs).
• Real-Time Monitoring: Track the location and status of field units using GPS or fleet management software. Maintain constant communication to provide updates or redirect resources as emergencies arise.
• Problem Solving: Handle upset customers, reroute personnel due to traffic or weather delays, and escalate critical emergencies to management.

2. Clerical & Administrative (40%)

• Data Entry: Accurately enter work orders, service tickets, and customer information into the database (CRM or ERP system).
• Record Keeping: Maintain logs of all dispatched calls, driver/technician hours, vehicle maintenance schedules, and incident reports.
• Billing Support: Verify that work orders are complete (including parts used and labor hours) to assist the accounting department with invoicing.
• Communication: Draft and send confirmation emails, service reminders, or delay notifications to customers.

3. Customer Service (10%)

• Act as the liaison between the customer and the field technician.
• Provide status updates to customers regarding arrival times.
• Answer general inquiries regarding company services and pricing.

Required Skills & Competencies

• Geographic Knowledge: Strong familiarity with the service area (city/county) to understand traffic patterns and travel times.
• Tech Savviness: Proficiency in Microsoft Office (Word, Excel), two-way radio operation, and industry-specific dispatch software (e.g., ServiceMax, Salesforce, CAD systems).
• Multitasking: The ability to handle multiple screens, radio chatter, and phone lines simultaneously without losing accuracy.
• Communication: Clear, concise, and professional verbal and written communication skills. Ability to remain calm and authoritative during high-stress emergencies.
• Typing Speed: Minimum 40–50 WPM with high accuracy for data entry.

Qualifications

• Education: High school diploma or GED required. Associate degree in Business Administration or Logistics preferred.
• Experience: 1–3 years of experience in dispatching, logistics, or a high-volume clerical/call center environment.
• Certifications: Some industries (such as towing, police, or utilities) may require specific certifications (e.g., APCO or PowerPhone for public safety).

Job Types: Full-time, Part-time

Pay: RO8,300.000 - RO13,000.000 per year

Expected hours: 40.0 per week

Work Location: In person