Dispatcher

About the Role

The Dispatcher oversees daily coordination and distribution of work to technicians, ensuring efficient service delivery and supporting dispatch team operations. Acting as a key point of contact between dispatchers, Service Managers, and technicians, the role provides guidance, resolves escalations, and drives adherence to service standards. By optimizing resource allocation and maintaining customer satisfaction, the Dispatcher ensures seamless operations in line with company policies and procedures. • Evaluate and prioritize service requests, including backlog, considering urgency, customer impact, SLA requirements, and resource constraints • Direct service calls to technicians using discretion, balancing skills, workloads, geographic locations, and availability to optimize efficiency • Collaborate with Service Managers and dispatch team to resolve escalations and align resources with operational needs • Ensure compliance with SLAs and proactively address potential delays or missed commitments • Serve as escalation point for complex or high‑priority service issues, providing solutions for timely resolution • Generate and review operational performance reports, identify improvement opportunities, and recommend actionable solutions • Conduct regular reviews of incomplete service calls to ensure timely follow‑up and resolution • Assist in maintaining and updating on‑call schedules and verify appropriate coverage for all service areas • Support scheduling and completion of preventative maintenance tasks with Service Managers • Develop understanding of market geography, technician expertise, and resource availability to enhance dispatch efficiency • Mentor and train dispatch team members on best practices and policies

Key Responsibilities

• ▸dispatch coordination
• ▸service prioritization
• ▸escalation management
• ▸performance reporting
• ▸schedule management
• ▸resource allocation

What You Bring

Candidates must have a high school diploma or equivalent, with an associate’s degree or technical certification preferred, and technical refrigeration expertise is a plus. The position requires 3–5 years of experience in dispatch operations, customer service, or a related technical service environment, along with strong organizational, communication, and problem‑solving skills. Ability to prioritize multiple tasks, work collaboratively, mentor peers, and adapt to changing priorities, including occasional evenings, weekends, or on‑call shifts, is essential. CoolSys comprises 27 brands, and its employees are central to the company’s continued growth and success. The organization encourages applicants of all backgrounds to apply and is an EEO/AA employer. All hires are subject to pre‑employment background screening and drug testing, with qualified applicants who have criminal histories considered in compliance with applicable laws. • High school diploma or equivalent; associate’s degree or technical certification preferred • Technical refrigeration expertise preferred • 3–5 years experience in dispatch operations, customer service, or related technical service environment • Ability to prioritize and manage multiple tasks in fast‑paced environment • Strong organizational skills and attention to detail for accurate scheduling and reporting • Excellent written and verbal communication skills; maintain professional relationships with customers and internal teams • Strong problem‑solving skills and composure under pressure • Demonstrated ability to work collaboratively and provide mentorship to peers • Flexibility to adapt to changing priorities and work occasional evenings, weekends, or on‑call shifts • Ability to follow company policies, procedures, and applicable state and federal laws • Proficiency with typical business tools such as email, Word, Excel, etc.

Requirements

• ▸high school
• ▸associate degree
• ▸technical refrigeration
• ▸3‑5 yrs
• ▸excel
• ▸problem solving

Benefits

• Competitive pay: $25-35/hr • Medical, dental, vision, and prescription coverage • Paid vacation, holidays, and floating holiday • 401(k) with company match • Company-sponsored life insurance, optional AD&D, short and long-term disability • Tuition reimbursement • Employee discounts on vehicles, hotels, theme parks, select cell phone bills, etc. • Pet insurance • Legal plan and ID theft protection

Work Environment

Onsite