Dispatch Coordinator

The Dispatcher plays a vital operational role within the customer service team, serving as a primary sub-role and support partner to the Dispatch Coordinator . This position is responsible for day-to-day scheduling, routing, and dispatching for field technicians and contractor teams handling installations and trouble visits . The Dispatcher ensures efficient calendar management, rapid ticket routing, accurate work order processing, and strong communication across internal field teams and external contractors. Key Responsibilities 1. Installation Dispatching & Scheduling Lead & Pre-Order Conversion Support: Assist with processing, tracking, and scheduling pre-orders and leads to ensure timely service activation. Appointment Management: Audit next-day installation schedules for accuracy, swap appointments as needed, pull appointments forward, and manage cancel/reschedule requests. Work Order Verification: Audit work orders to ensure completion. 2. Trouble Visit & Service Issue Management Service Issue Dispatching: Receive, prioritize, and dispatch field technicians or contractor teams for service outages, speed issues, Loss of Service (LOS) tickets, and special request tasks (e.g., fiber remediation, router relocate, site surveys). Return Visit & Quality Control Tracking: Route return visits and 30-day post-installation issues back to the appropriate internal technicians or contractor dispatch offices. 3. Dispatch Coordinator Support & Coverage Operational Backup: Provide operational support and backup coverage for the Dispatch Coordinator during peak hours, shift overlaps, closing hours, weekend shifts, or time off. Calendar & Capacity Auditing: Monitor calendar availability, zone constraints, and truck allocations to maximize daily completion rates and minimize technician downtime. 4. Communication & Cross-Functional Coordination Contractor & Field Operations Liaison: Maintain active communication with field ops supervisors, leads, and external contractor dispatch teams. Ticketing System Navigation: Actively update, tag, and track tickets within the operational platform (e.g., Intuition) to ensure no ticket sits unassigned or idle. Customer & Team Alignment: Coordinate schedule updates, availability windows, and return visit expectations clearly between Customer Care agents, Field Operations, and subscribers. Qualifications & Requirements Technical Skills: Familiarity with Wyyerd's ticketing/dispatch software platforms, field operations workflows, and fiber-optic or telecom installation concepts. Problem Solving: Strong organizational skills with the ability to handle dynamic field schedules, prioritize urgent Loss of Service dispatches, and resolve scheduling conflicts. Communication: Excellent verbal and written communication skills for coordinating between internal teams, field technicians, and external contractor managers. Flexibility: Willingness to work flexible schedules, including evening shifts or Saturdays, to support peak operational hours and backup coverage requirements.

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