Dispatch Coordinator

Position Summary

The Customer Service Dispatch Coordinator is responsible for coordinating and overseeing onsite service delivery in support of customer service tickets. This role serves as the central communication point between the Call Center, field technicians, leadership, and customers to ensure timely resolution and compliance with Service Level Agreements (SLAs).

The ideal candidate is highly organized, technically proficient, and committed to delivering a high standard of customer service while maintaining operational efficiency.

Primary Responsibilities

• Dispatch onsite technicians in response to service tickets generated by the Call Center.
• Monitor service requests from initiation through completion to ensure SLA compliance.
• Track technician assignments, service progress, and completion timelines.
• Maintain accurate documentation of dispatch activity within internal systems.
• Provide status updates and clear communication to customers regarding service progress.
• Escalate service delays or performance concerns to the Help Desk Manager.
• Ensure all interactions reflect professionalism and adherence to company quality standards.

Operational Oversight & Process Improvement

• Identify recurring service issues or systemic inefficiencies.
• Provide detailed reporting to leadership regarding trends, escalations, and performance gaps.
• Collaborate with third-party support providers to ensure seamless service coordination.
• Recommend improvements to dispatch workflows and service processing procedures.
• Support continuous improvement within the Service & Support department.

Required Qualifications

• Must possess United States Citizenship and be able to pass a criminal background check.
• High school diploma required; coursework or degree emphasis in Information Technology (IT) or Information Systems (IS) preferred.
• Working knowledge of computer hardware and hands-on PC experience required.
• CompTIA A+ certification (or ability to obtain within a designated timeframe).
• Proficiency with x86 computer hardware technologies.
• Working knowledge of Microsoft Windows and Linux operating systems.
• Experience using Customer Relationship Management (CRM) systems.
• Familiarity with Internet technologies and call center platforms.
• Experience coordinating with third-party service providers preferred.
• Excellent written and verbal communication skills.

Core Competencies

• Strong organizational and time-management skills
• High attention to detail
• Analytical problem-solving abilities
• Customer-focused mindset
• Effective cross-functional communication
• Accountability and follow-through
• Commitment to quality standards

Compensation & Benefits

• Travel mileage expense reimbursement
• Annual performance review with merit-based percentage increases
• Medical, Dental, and Life Insurance
• 401(k) retirement plan

ServiceArc, LLC provides a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital states or disability.

ServiceArc is a multifaceted IT services organization located within the Washington DC Metropolitan region. We specialize in contract deployment, maintenance, managed services, and break/fix of customer equipment. The foundation of our business stems from supporting large contract deployments with strict SLAs. This in itself has forced us to maintain a high level of quality and service.

Our core business dealing with Federal Government agencies and their strict SLA requirements has helped propel our business to support various market segments from State/Local Government & Education to Commercial businesses. We are committed to our customers’ goals regardless of industry.