Job Description
Dispatch Agent- Dallas, Texas
Application Deadline: 30 June 2026
Department: Service - Call Centre/Customer Service
Employment Type: Permanent - Full Time
Location: United States/Carrollton, TX
Reporting To: Dispatch Supervisor
Compensation: $18.00 - $20.00 / hour
The Customer Service Dispatcher is responsible for dispatching cases to qualified technicians in a timely manner according to customer SLA’s, engineer hours, availability and skills. Dispatchers process customer requests for new and existing service calls in a courteous, professional manner through multiple channels such as phone calls and emails.
Key Responsibilities
- Efficiently schedule available service engineers by determining the best fit scenario according to customer SLA, engineer hours, availability and skills.
- Accurately and efficiently process customer service requests according to department policies and procedures
- Meet daily targets for department and individual key performance indicators (KPI’s)
- Provide support to customer service engineers and internal customers by handling their inquiries and requests
- Escalate engineer and customer issues and complaints through the proper channels for resolution
- Inform proper internal stakeholders of problems which could jeopardize the ability to meet customer expectations and contractual obligations
- Complete various other tasks as assigned by the Dispatch Supervisor and/or Manager
· Other duties as assigned
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
· High school diploma or GED
Qualifications:
REQUIRED SKILLS AND COMPETENCIES
- Previous customer service or dispatching experience a plus
- Highly self-motivated with keen attention to detail
- Excellent customer focus and outstanding communication and interpersonal skills
- Strong problem-solving skills
- Ability to work under pressure and effectively prioritize competing demands
- Experience utilizing Microsoft Office products (i.e., Outlook, Word, Excel, Access, etc.)
- Professional and respectful demeanor
- Active participation in process improvement initiatives/projects is a plus
- Ability to work in a virtual fast paced environment
- Team oriented
- * *French speaking preferred**+
Job Benefits
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
- 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
- Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
- MDLive – 24/7 Virtual Doctor plus a Nurse Line
- Dental insurance
- Vision insurance
- FSA / Dependent Care
- Voluntary Life Insurance
- Basic Life insurance and AD&D – Company paid
- Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
- Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
- Paid Sick days based on City/State requirements
- Paid Holidays – 9 to 11 days based on start date
- Professional development assistance
- Education assistance
- Adoption Assistance
- Legal and ID Theft plans
- Annual Bonus opportunity
- Opportunities for internal promotions/career advancement
