Service Dispatcher - Freelance, Remote

About the Client

A service-based operations company supporting on-demand field technicians across residential and/or commercial service jobs. They operate a structured, high-volume dispatch system where speed, accuracy, and coordination between technicians and customers are critical to daily success. The business is currently transitioning its core dispatch function from an in-house setup to a long-term contractor model to improve scalability and operational efficiency.

Why does this role exist?
This role exists to fully own and stabilize the company’s dispatch and field operations function as it transitions from an internal team to a dedicated contractor-led system. The objective is to ensure seamless daily scheduling, optimized technician routing, and real-time operational control over field activity. The Dispatcher will serve as the central coordination point between technicians, customers, and internal processes to guarantee efficient job completion and same-day resolution.

The Impact you’ll make

Dispatch & Scheduling Operations

• Build and manage daily technician schedules (next-day and same-day)
• Assign service jobs to technicians based on availability and efficiency
• Ensure full coverage of all incoming service requests

Route Planning & Optimization

• Design optimized technician routes based on location and efficiency
• Sequence jobs to minimize travel time and maximize productivity
• Continuously improve scheduling logic to reduce delays and gaps

Real-Time Technician Coordination

• Monitor technician progress throughout the day
• Proactively contact technicians in case of delays or issues
• Adjust schedules dynamically (rescheduling and re-routing in real time)

Customer Communication & Issue Resolution

• Handle inbound and outbound customer calls regarding scheduling
• Provide updates on delays, rescheduling, and job status
• Resolve basic service-related concerns professionally via phone

Payments & Operational Completion

• Ensure all jobs are completed and closed out properly
• Process or confirm customer payments over the phone
• Track parts/material needs and coordinate ordering to avoid delays

Skills, Knowledge and Expertise

Required:

• Proven experience in dispatching and scheduling field technicians
• Strong background in route planning and optimization
• Experience managing real-time scheduling changes in high-volume environments
• Excellent spoken English with confidence handling phone-based customer calls
• Familiarity with dispatch or field service systems (e.g., Service Fusion, Jobber, Housecall Pro, or similar tools)
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Technical: Microsoft Outlook mastery;
  Dispatch operations and workforce scheduling
  Route planning and optimization strategies
  Field service management systems (CRM/dispatch tools)
  Real-time operational coordination and scheduling adjustments
  Phone-based customer service and payment processing
  SOP-driven workflow execution

• Soft skills:
  Strong attention to detail and accuracy under pressure
  High accountability and ownership mindset
  Calm and decisive in fast-changing situations
  Strong communication skills (especially voice-based)
  Problem-solving in live operational environments
  Highly organized and task-driven

You should apply if...

• You thrive in fast-paced operational environments where plans change throughout the day and quick, smart decision-making is essential.
• You enjoy coordinating people, solving scheduling challenges, and making sure things run smoothly from start to finish.
• You are comfortable taking ownership of outcomes, speaking directly with customers and technicians, and working within structured systems and SOPs.

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• 40 hours per week
• Monday - Friday, 9:00 AM– 6:00 PM Pacific Time

Compensation:

• $7 per hour
• No benefits package included

Benefits