Dispatcher

Location: Albuquerque, New Mexico
Schedule: Monday–Friday, 8:00 AM – 5:00 PM (may change based on business needs)
Compensation: $18.00 to $25.00 hourly
Employment Type: Full-Time

About the Role

Wagner is looking for an experienced Dispatcher in Albuquerque to keep our field operations running smoothly. You’ll schedule and dispatch technicians to service calls and use your judgment to send the best-fit technician to every job. You’ll also be the main link between our customers, Service Technicians, Service Managers and the Customer Service team. If you do well in a fast-paced setting, think on your feet and like keeping a team on schedule and productive, this role is for you.

What You’ll Do

• Enter and schedule service calls, and communicate with technicians proactively throughout the day
• Keep in constant contact with Service Technicians during their shifts by phone, text and email
• Dispatch all service calls to get the most out of the schedule without compromising customer satisfaction
• Manage the dispatch board so field staff stay on the move and productive, and tighten call scheduling wherever you can
• Schedule technicians’ return trips so they can finish jobs once parts arrive
• Let customers know ahead of time if a technician won’t make the scheduled window, and reschedule at their convenience
• Work with the Purchasing and Warehouse Coordinator to get parts to technicians efficiently and keep them on the job
• Follow the company’s priority service scheduling process so the right technician goes to the right appointment
• Help make sure every technician arrives at their appointments on time
• Debrief technicians after each call and make sure payment is collected as soon as each job is done
• Handle customer concerns, questions and conflicts quickly, with clear communication, until the customer is satisfied
• Work closely with Customer Service to book calls correctly for each customer’s needs and help resolve problems
• Uphold the company Code of Ethics, Team Rules and Team Philosophy
• Make sure safety best practices are followed in the field
• Perform other duties as assigned

What You Bring

• A self-starter who is reliable and flexible with hours
• Strong customer service skills
• Professional written and verbal communication, including strong English composition skills
• Excellent organization, attention to detail and follow-through
• The ability to manage the dispatch board for the good of the whole branch while following operating procedures and training
• Strong interpersonal communication at both professional and technical levels
• The ability to work independently and as part of a team
• Critical thinking and sound decision-making under pressure
• Good telephone etiquette and working knowledge of email systems
• The ability to build tools and processes that make the department more efficient

Requirements

Required:

• Previous dispatching experience
• High school diploma or GED
• Strong knowledge of the Microsoft Office Suite, including Excel and PowerPoint

Preferred:

• Associate degree
• Bilingual
• Experience in the trades (HVAC, plumbing or electrical)
• Experience with ServiceTitan

Working Conditions & Physical Requirements

Physical Demands:

• Long periods sitting at a desk and working on a computer
• Occasionally climbing stairs
• Moderate lifting may be required (15–20 lbs)
• Ability to work more than 40 hours per week and up to 12 hours per day

Work Environment:

• Frequent speaking and listening on a headset, plus regular keyboard and mouse use
• Service center environment with moderate noise from conversations, computers, printers and floor activity
• Business casual dress code

Benefits

• Compensation based on experience
• Standard benefits plan for full-time, regular employees

Employment is contingent upon successful completion of a background check, drug screening and motor vehicle record (MVR) check.

Wagner is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information or any other status protected by law. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.