Field Service Dispatcher II

Job Overview WHO WE ARE Utility Energy Services, LLC (UES) delivers high-value, cost-effective energy efficiency implementation solutions with a strong focus on safety, local investment, and exceptional customer service. Our team is dedicated to helping communities and clients reduce energy consumption and achieve sustainable results through practical, efficient solutions. POSITION SUMMARY We are seeking an experienced Field Service Dispatcher II (Lead) to oversee daily dispatch execution across all UES programs in Illinois and Georgia. Our dispatch team supports approximately 25,000 annual appointments and 70 field technicians across multiple utility programs. The Dispatch Lead is the hands-on leader of the dispatch team, directing daily scheduling and coverage, supporting and coaching dispatchers, serving as the escalation point for complex customer and field issues, and ensuring quality and consistency across programs. This role works closely with the Dispatch Manager, program management, and field leadership. TEAM LEADERSHIP & SUPPORT Lead daily dispatch execution for the Illinois and Georgia dispatch teams, including dispatchers and the outbound scheduler. Provide day-to-day direction, prioritization, and support to dispatchers. Onboard and train new dispatchers on FSL, program requirements, and customer service standards. Coach dispatchers in real time on routing decisions, customer calls, and escalation handling. Serve as backup dispatcher and fill coverage gaps across programs and regions as needed. DAILY EXECUTION & COVERAGE Oversee daily schedules and routes across all programs to ensure appointments are met on time. Coordinate technician coverage across territories and programs, rebalancing workload for absences, cancellations, and same-day changes. Monitor backlog and open slots; direct outbound scheduling efforts to fill capacity. Manage urgent and emergency calls to ensure rapid resolution with available resources. CUSTOMER ESCALATIONS Act as the escalation point for complex customer complaints, missed appointments, and service issues. Resolve escalations promptly and professionally; partner with program management on customer communication as needed. Model a customer-first approach and set the standard for service quality across the team. QUALITY & CONSISTENCY Maintain consistent dispatch processes and service standards across Illinois and Georgia programs. Audit dispatch data, scheduling accuracy, and case documentation; correct issues and address trends. Track team KPIs (on-time arrival, completion rates, backlog, response times) and report results to the Dispatch Manager. Identify process gaps and recommend improvements to routing, scheduling, and workflows. Maintain and update dispatch SOPs and process documentation. REQUIRED QUALIFICATIONS 5+ years of dispatch, scheduling, or field service coordination experience. 1+ year in a lead, supervisory, or team training role. Advanced, hands-on experience with Salesforce Field Service (FSL) or another field service routing/scheduling system. Demonstrated experience handling customer escalations and complex service issues. Experience coordinating schedules across multiple territories or programs. Strong Microsoft 365 skills, especially Excel (KPI tracking and reporting), Outlook, and Word. High school diploma or GED; Associate’s degree or equivalent work experience preferred. Valid driver’s license. Ability to pass client-required drug screen and background check. PREFERRED QUALIFICATIONS Experience with utility, energy efficiency, HVAC, or home services programs. Experience with SAP scheduling or multi-system environments. Bilingual in English and Spanish. SKILLS & COMPETENCIES Leads by example with a customer-first mindset. Able to coach, give clear direction, and hold a team to consistent standards. Strong judgment and decision-making under pressure; works independently. Analytical; comfortable using data to manage performance and coverage. Excellent …

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