Service Dispatcher - After Hours (CSR)

Job Description

The After-Hours Service Dispatcher serves as the critical link between our customers and our technical team during high-stakes, emergency periods. You will be responsible for the rapid dispatching of Priority-1 service calls to on-call Technicians, ensuring all service level agreements (SLAs) are met with precision. This role requires a calm-under-pressure communicator who can manage complex schedules, navigate escalation protocols, and maintain meticulous documentation to ensure departmental profitability and customer satisfaction.

Essential Functions

• Strategic Dispatching: Rapidly assign Emergency/Priority-1 service calls to Technicians based on real-time on-call schedules.
  

• Operational Quality Control: Verify that call descriptions are accurate and that customer-provided Not-to-Exceed (NTE) limits are clearly noted prior to dispatch.
  

• Active Communication: Deliver comprehensive verbal briefings to Technicians for every dispatch; maintain professional correspondence via phone and email with customers, managers, and internal stakeholders.
  

• System Management: Maintain and update Third-Party Systems (TPS) and internal databases (GP/Schedule), including technician status, scheduled dates, and detailed service notes.
  

• Escalation Oversight: Strictly follow regional escalation protocols if a technician is unreachable, an ETA is at risk, or a customer service conflict arises.
  

• Process Integrity: Facilitate the "Check-out" process, ensuring Technicians have completed all required data fields in the system to maintain smooth call flow and billing accuracy.
  

• Administrative Transition: Manage "Smart List" tasks and prepare a comprehensive electronic hand-off report to ensure the incoming shift is fully briefed on pending items.
  

Requirements

• Experience: 1–2 years of experience in high-volume dispatching, emergency coordination, or complex customer service.
  

• Technical Proficiency: Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus.
  

• Critical Skills: Ability to multitask and prioritize in a fast-paced, "emergency-first" environment.
  

  • Exceptional active listening and verbal/written communication skills.
    

  • Strong interpersonal skills with a "team-first" mentality.
    

• Reliability: Proven track record of punctuality and the ability to work independently during non-traditional hours.
  

• Location: Must be willing to work in both BGC and Makati City.
  

• Availability: Must be open to a rotating schedule, including nights, weekends, and holidays as required by the after-hours nature of the role.
  

Physical Demands & Environment

• Setting: Professional office environment.
  

• Activity: Approximately 90% of the shift is performed in a seated position. Requires frequent use of hands/arms, clear verbal communication, and the ability to view computer monitors for extended periods.
  

• Peak Season: Extended work hours may be required during the Summer or as needed due to workload.
  

Requirements
Experience: 1–2 years of experience in high-volume dispatching, emergency coordination, or complex customer service. Technical Proficiency: Strong computer literacy; experience with GP/Schedule, TPS, or similar CRM/ERP software is a plus. Critical Skills: Ability to multitask and prioritize in a fast-paced, "emergency-first" environment. Exceptional active listening and verbal/written communication skills. Strong interpersonal skills with a "team-first" mentality. Reliability: Proven track record of punctuality and the ability to work independently during non-traditional hours. Location: Must be willing to work in both BGC and Makati City. Availability: Must be open to a rotating schedule, including nights, weekends, and holidays as required by the after-hours nature of the role. Physical Demands & Environment Setting: Professional office environment. Activity: Approximately 90% of the shift is performed in a seated position. Requires frequent use of hands/arms, clear verbal communication, and the ability to view computer monitors for extended periods. Peak Season: Extended work hours may be required during the Summer or as needed due to workload.