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.