Dispatcher / Service Manager

Job Title: Dispatcher / Service ManagerLocation: Oakland, CA (In-Office)Schedule: Monday–Friday, 7:45 AM – 4:45 PM (including breaks)Position OverviewWe are seeking a highly organized, customer-focused Dispatcher / Service Manager to oversee daily service coordination, job scheduling, technician dispatching, and end-to-end work order management. This role is central to ensuring smooth field operations, timely communication with customers and technicians, and accurate job billing and closure.The ideal candidate is proactive, detail-oriented, and comfortable handling a fast-paced environment with strong phone etiquette and multitasking ability.Key Responsibilities1. Communication & Customer InteractionMonitor and respond to incoming phone calls, voicemails, and emailsManage and review daily emails from info@gillselectric.comCoordinate with emergency answering service (Quincy) for after-hours updates and on-call schedulingMaintain professional and friendly communication with customers at all times, including handling difficult or upset callersConduct follow-up “happy calls” after service completion to ensure customer satisfactionRequest Yelp and Google reviews from satisfied customers2. Dispatching & SchedulingDispatch technicians and assign daily work orders (approx. 4 jobs per day per technician)Schedule and coordinate service appointments efficientlyEnsure proper job assignment based on priority, location, and technician availabilityCollaborate with Project Managers on scheduling and follow-upsOccasionally support Project Managers during workload peaks3. Work Order & Job ManagementCreate, update, track, and manage work orders accuratelyVerify job details (address, contact info, scope, etc.) for billing accuracyOpen and close jobs in the system, ensuring all documentation is completeReview open jobs and follow up with Project Managers for closureEnsure all service jobs are properly completed, documented, and billed4. Billing & Invoicing (BuildOps / QuickBooks)Create invoices from completed work ordersObtain required approvals (2-step approval process)Email invoices to customers upon approvalExport finalized invoices into QuickBooksEnsure accurate and timely billing for all service workSupport COD (Cash on Delivery) collection process with technicians and provide training as needed5. Operations Support & Process ImprovementMaintain accurate and organized records of all service activitiesAssist in improving internal workflows and communication systemsSupport implementation of tools such as texting systems for job updates (e.g., technician en-route notifications with photos)Help coordinate technician engagement initiatives (e.g., weekly 30-minute Friday team check-ins for feedback and training)Assist with technician onboarding support materials such as name tags or job aidsRequired Skills & QualificationsStrong customer service and phone communication skillsAbility to remain calm and professional with difficult customersExcellent organizational and multitasking abilitiesFast and accurate typing skills (preferred)Strong attention to detail (especially for billing and work orders)Ability to work independently in a fast-paced environmentComfortable working with dispatching, scheduling, and service coordinationPreferred QualificationsExperience using BuildOps (strong advantage)Familiarity with QuickBooks and service billing workflowsPrevious experience in dispatching, service coordination, or construction/service industry operationsUnderstanding of work order management systemsExperience working with field technicians and service teamsKey Traits for SuccessFriendly, professional, and customer-first mindsetHighly organized and process-drivenStrong sense of urgency and accountabilityProblem solver who can think on their feetTeam player with positive morale and communication styleWork EnvironmentOffice-based role in Oakland, CaliforniaClose coordination with technicians, project managers, and customersHigh interaction role requiring responsiveness throughout the workday