Dispatch Coordinator - Service Department

Job Summary CCP Solutions is seeking a Dispatch Coordinator to join our team and work closely with our Service/Operations Manager to coordinate the daily schedules and activities of our Service Technicians throughout New York, New Jersey, Pennsylvania, and Connecticut. This is a fast-paced position that requires someone who can think quickly, stay organized, communicate confidently, and adjust schedules on the fly. The Dispatch Coordinator will serve as a key point of contact between our technicians, customers, vendors, and management. The ideal candidate will have a strong understanding of the New York, New Jersey, and Connecticut Tri-State Area, including major towns and general geography. They must be comfortable managing multiple priorities at once and responding quickly when emergency service situations arise. This position is ideal for someone who enjoys a busy environment, is highly organized, has excellent customer service skills, and can confidently make scheduling decisions throughout the day. Key Responsibilities Coordinate and maintain the daily schedules for a team of Service Technicians servicing customers throughout NY, NJ, PA, and CT. Optimize technician routes and schedules based on location, priority, customer availability, and emergency service needs. Monitor technician schedules throughout the day and make adjustments as service calls are added, completed, delayed, or escalated. Respond quickly and effectively to emergency service requests and urgent customer situations. Communicate directly with technicians regarding schedules, assignments, customer information, ETAs, and schedule changes. Communicate professionally with customers regarding appointments, technician ETAs, scheduling, and service updates. Answer incoming phone calls and manage department/group phone lines. Maintain organized email communication and ensure requests are addressed in a timely manner. Monitor technician check-ins and check-outs and update internal systems as needed. Maintain accurate ETA and scheduling information within company systems. Coordinate with vendors, managers, and other internal departments when necessary. Review service requests and determine the appropriate scheduling priority. Assist the Service/Operations Manager with the daily coordination of the Service Department. Help ensure technicians have the necessary information, parts, and customer details needed to successfully complete service calls. Assist coworkers by gathering information, following up on open items, and helping keep department processes moving. Maintain a professional, calm, and solution-oriented approach when dealing with demanding customers or unexpected scheduling issues. What We're Looking For The successful candidate will be someone who can move quickly without becoming disorganized. You should be comfortable having multiple phone calls, emails, schedule changes, and urgent requests coming at you throughout the day. Required Skills & Abilities Strong knowledge of the Tri-State Area (NY, NJ, PA, and CT) and general town-to-town geography is required. Ability to understand routes, distances, and travel times when scheduling technicians. Excellent organizational and time-management skills. Strong verbal and written communication skills. Comfortable and professional when communicating with customers by phone. Ability to prioritize multiple tasks and determine what needs immediate attention. Ability to remain calm and professional during emergency or high-pressure situations. Strong problem-solving and decision-making skills. Ability to work independently while also functioning as part of a team. Strong attention to detail when entering and updating information. Proficiency with Microsoft Office/Microsoft 365 applications and the ability to learn new software systems. Ability to quickly learn company-specific service and scheduling software. Strong follow-up skills and the ability to ensure open items do not fall through the cracks. Preferred Qual…

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