Apply on Employer Site

Race Communications · 22 hours ago

Dispatch Lead - Hybrid - CA Only

Stallion Springs, CA

Full-time

Hybrid

Mid, Senior Level

$26/hr - $29/hr

2+ years exp

Race Communications is a fiber internet provider committed to connecting California communities. The Dispatch Lead supports the daily operations of the dispatch team, ensuring efficient scheduling and coordination of field technicians and resources while maintaining high levels of customer satisfaction.

InternetTelecommunicationsWired Telecommunications

Growth Opportunities

No H1B

Responsibilities

Oversees the successful execution of daily dispatch activities, ensuring that all tasks, such as scheduling, route adjustments, and work order management, are completed on time and according to operational plans

Monitors the team's performance, addresses any roadblocks, and ensures that key performance indicators (KPIs) such as job completion rates and technician availability are met

Prepares and submits comprehensive reports to the Dispatch Manager, outlining team performance, completed tasks, and any issues that arose, providing insights for further process improvements

Provides hands-on support to the Dispatch team during peak periods, handling overflow calls to ensure uninterrupted service

Steps in to manage scheduling, customer communications, or technical dispatching when workloads exceed team capacity

Covers for team members during absences, such as vacations or sick leave, to maintain consistent operations and ensure that all service orders are processed without delays

Oversees the daily activities of Dispatchers, Dispatch Coordinators, Administrators, ensuring that field technician routes are optimized for efficiency and that any real-time changes or updates are handled smoothly

Ensures that all route changes align with operational goals and customer service commitments

Acts as the primary point of contact for Dispatchers who encounter scheduling conflicts, workload imbalances, or technical issues

Provides guidance and solutions, helping the team address complex scheduling challenges, such as overlapping service requests or last-minute changes

Handles complex or escalated calls from the Dispatch team, particularly when issues cannot be resolved at the dispatcher level

Ensures that all escalated matters are addressed promptly, mitigating potential service delays or customer dissatisfaction

Regularly reviews pitstop queues, which track technician activity and service progress, to ensure that all dispatch procedures and company protocols are being followed

Verifies that technicians are meeting service deadlines, adhering to check-in/check-out procedures, and accurately documenting service completion

Tracks and evaluates the punctuality of field technicians by comparing the estimated time of arrival (ETA) to the actual time of arrival (TOA) for each job

Ensures that field technicians are adhering to their schedules and arriving at job sites on time, helping maintain customer satisfaction and operational efficiency

Works with both the technicians and dispatch team to resolve scheduling issues, optimize routes, and improve overall time management

Evaluates service tickets that necessitate a truck roll, ensuring that each job is properly assessed, prioritized, and assigned to the appropriate field technician

Verifies that all necessary information is included in the ticket, such as equipment needs, job scope, and location details, to prevent delays or miscommunication

Reviews service tickets to identify any inconsistencies, such as missing documentation, inaccurate job descriptions, or discrepancies in technician reporting

Reports inconsistencies to the Dispatch Manager for further review and follow-up, ensuring that any underlying process gaps or errors are corrected to maintain data integrity and improve service outcome

Oversees all communication channels, ensuring that the Dispatch team is responsive to incoming calls from technicians, customers, and other departments

Ensures that Dispatchers are equipped to handle real-time issues, such as technician route changes, customer inquiries, and technical problems

Coordinates with Customer Support and Outside Plant field personnel to troubleshoot problems, adjust schedules, and provide solutions to minimize service interruptions

Proactively contacts customers in the event of scheduling conflicts, delays, or service issues, providing updates and addressing concerns

Ensures that customers are informed of any changes to their service appointments and offers alternative solutions when needed

Participates in regular Lead Meetings with other department heads and leaders to promote interdepartmental collaboration and ensure alignment on operational goals

Provides updates on dispatch operations, and discusses challenges or areas for improvement

Adheres to team procedures and guidelines, as well as policies outlined in the Race Communications Employee Handbook

Provides support in identifying training needs and supports professional development initiatives to enhance team skills and performance. Helps onboard and mentor new team members to ensure they are equipped with the knowledge and skills needed to perform their roles safely and effectively

Provides support to team members on various team matters, ensuring alignment with organizational policies and applicable laws

Collaborates with team members to maintain a positive work environment by fostering open communication, addressing minor conflicts, and escalating issues as needed

Helps ensure team members have the tools and resources needed to succeed, assisting in tracking progress toward goals and providing status updates as requested

Assists in maintaining compliance with company policies, procedures, and regulatory requirements, ensuring team alignment with organizational standards

Qualification

Dispatch systems experienceField service knowledgeLeadership experienceCRM proficiencyData analysis skillsBilingual communicationMS Office proficiencyTyping skills

Required

Eligibility for US Employment without sponsorship

Minimum of 18 years of age

High School Diploma or GED or equivalent is preferred

Minimum of two years' experience in dispatching, scheduling, or field service coordination, with at least 1-2 years in a leadership role

Proven ability to lead, mentor, and support a team of dispatchers or schedulers, including performance management and training experience

Strong experience with CRM and dispatch systems and practices, experience with Sales Force Software and Pure Cloud IVR is a plus

Proven knowledge of the field service industry, including best practices for resource allocation, routing, and technician management

Ability to analyze data, generate reports, and identify areas for improvement in dispatch processes

Familiarity with safety regulations, company policies, and industry standards related to field service operations and dispatching

Must be able to type 40 words per minute

Availability to work nights, weekends, holidays, and overtime as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations

The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

Preferred

Bilingual communication skills are considered a plus, particularly when serving diverse communities

Benefits

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)

Free fiber internet service for all employees living in our service area

Company

Race Communications

Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.

Founded in 1994

South San Francisco, California, USA

51-200 employees