Reactive Dispatcher

Our Consumer Packaged Goods client is seeking a Reactive Dispatcher to support field service operations by coordinating equipment service notifications and technician assignments across assigned territories. This role plays a critical part in balancing workloads, meeting service-level objectives, and ensuring timely, high-quality support for internal teams and external customers. The Dispatcher serves as a central communication hub between technicians, territory managers, customers, and third-party service partners.

 

Opportunity: Contract

Pay Rate: $22.00/hour

Location: Charlotte, NC

Schedule

• Monday–Thursday: On-site
• Friday: Remote

 

Key Responsibilities

Dispatching & Workload Management

• Allocate and maintain balanced dispatch boards and technician assignments.
• Dispatch work orders to EQSV Technicians based on geography, priority, problem type, and length of workday to maximize efficiency.
• Collaborate with EQSV Territory Managers to balance workloads and support service-level goals.
• Adjust assignments in real time based on demand, market changes, and field needs.

 

Communication & Coordination

• Serve as a primary point of contact for technicians via phone and instant messaging.
• Answer and process inbound calls, emails, and chat requests from customers and internal partners.
• Act as a liaison between internal teams and third-party service organizations on high-priority service work.
• Provide timely updates and clear communication to all stakeholders involved in service delivery.

 

Operations & Special Projects

• Manage special project workloads and timelines aligned with business initiatives.
• Document work order activity accurately and in complete detail within required systems.
• Organize, summarize, and report data as needed to support operational decisions.

 

Knowledge, Skills, & Abilities

• SAP experience (required).
• Salesforce and CRM experience (preferred).
• Prior dispatching, routing, or field service coordination experience preferred.
• At least 1 year of customer service experience (call center experience strongly preferred).
• Ability to manage a constant workload stream, including evenings or weekends as business needs require.
• Strong interpersonal, verbal, and written communication skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Excellent analytical, problem-solving, prioritization, and organizational skills.
• Customer-focused mindset with a strong drive to serve.
• Experience with Cisco and Genesys call center software preferred.
• Demonstrated ability to act as a positive role model and maintain professionalism in a fast-paced environment.

Category Code: JN002, JN022, JN015, JN014
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