Customer Service Dispatcher

Role Overview

The Customer Service Dispatcher coordinates service cases to appropriately qualified technicians, ensuring assignments are made promptly and in line with customer service-level commitments, engineer working hours, availability, and skill sets. The role also involves handling incoming customer requests for both new and ongoing service calls through channels such as phone and email, while maintaining a courteous and professional approach.

Key Responsibilities

• Plan and assign service engineers efficiently by selecting the most suitable match based on SLA requirements, work schedules, availability, and expertise.
• Handle customer service requests accurately and in accordance with departmental policies and procedures.
• Consistently achieve daily departmental and individual KPI targets.
• Support service engineers and internal teams by responding to their questions and requests.
• Escalate customer concerns, complaints, and engineer issues through the correct channels so they can be resolved.
• Keep relevant internal stakeholders informed of any issues that could affect customer commitments or contractual obligations.
• Carry out additional tasks assigned by the Dispatch Supervisor or Manager.
• Perform other related duties as needed.

Education and Qualifications

A high school diploma or GED is required.

Required Skills and Competencies

• Prior experience in customer service or dispatching is an advantage.
• Strong self-drive and excellent attention to detail.
• Very good customer orientation, communication, and interpersonal abilities.
• Solid troubleshooting and problem-solving skills.
• Comfort working under pressure and prioritizing multiple competing tasks.
• Hands-on experience with Microsoft Office tools such as Outlook, Word, Excel, and Access.
• Professional, respectful, and team-focused conduct.
• Willingness to contribute to process improvement efforts is a plus.
• Ability to perform effectively in a fast-moving virtual environment.
• French language ability is preferred.

Compensation

The pay range for this role is $18.00 to $20.00 per hour.

Benefits

The employer highlights a benefit package that is positioned among the top 25% nationally. Benefits include retirement, health coverage, paid time off, and professional growth support.

• 401(k) retirement plan with Fidelity, including a 2.5% company base contribution even without employee participation, plus a 3% match on employee contributions up to 6%.
• Medical coverage with three plan choices through Blue Cross Blue Shield: high, medium, and low deductible options.
• MDLive virtual doctor access and nurse line support available 24/7.
• Dental insurance.
• Vision insurance.
• Flexible spending account and dependent care support.
• Voluntary life insurance.
• Company-paid basic life insurance and AD&D coverage.
• Company-paid short-term disability, long-term disability, and employee assistance program.
• Paid vacation beginning with prorated hours in the first year depending on the start date; 80 vacation hours in the first full year, with increased accrual based on years of service.
• Paid sick leave in accordance with city/state rules.
• Paid holidays, totaling 9 to 11 days depending on start date.
• Professional development support.
• Education assistance.
• Adoption assistance.
• Legal services and identity theft protection plans.
• Annual bonus opportunity.
• Internal promotion and career growth opportunities.

Additional Information

Department: Service - Call Centre/Customer Service

Location: United States / Carrollton, TX

Application deadline: 30 June 2026

Working setup: Full-time, onsite role.