National Operations Center Dispatcher

Job Title National Operations Center Dispatcher Job Description Summary Schedule: Monday - Friday 10:30am - 7pm The National Operations Center (NOC) Dispatcher is responsible for coordinating and monitoring maintenance work orders in a high-volume, SLA-driven operations center environment. This role actively monitors the dispatch board, communicates with vendors using the VOIP system and other communication tools, and ensures work orders progress in accordance with client requirements. The Dispatcher maintains accurate system documentation, supports routine financial entry within work orders, and escalates exceptions to the Lead Dispatcher or Supervisor as needed. Strong organization, attention to detail, and the ability to manage multiple priorities are required.Job Description Schedule: Monday - Friday 10:30am - 7pm ​ Key Responsibilities  Work Order Intake & Triage  Review incoming reactive and preventative maintenance work orders through client platforms and CMMS systems  Verify work order details including location, priority, scope, and contact information  Assign work orders to approved vendors or internal technicians according to dispatch guidelines  Ensure work orders are updated accurately throughout the lifecycle  Dispatch Board Monitoring & Follow-Up  Continuously monitor the dispatch board and assigned work queues to ensure work orders are progressing in accordance with SLA requirements  Proactively follow up on open work orders to obtain status updates, ETAs, and completion details  Identify delayed, stalled, or at-risk work orders and take action to move the request forward  Prioritize work orders based on urgency, SLA, and client impact  Escalate issues, delays, or risks to the Lead Dispatcher or Supervisor as needed  Vendor Coordination & VOIP Communication  Utilize the VOIP system and other communication tools to contact vendors, confirm service acceptance, and obtain estimated time of arrival (ETA)  Coordinate with vendors to ensure timely response and completion of service requests  Maintain communication with vendors to ensure service progress and resolution  Notify leadership when vendor responsiveness or performance does not meet expectations  Client Updates & Internal Communication  Provide status updates through system notes, email, or client platforms as required  Communicate clearly and professionally with vendors, clients, and internal teams  Ensure all communication follows operational procedures and service standards  Support shift handoff communication to ensure continuity of service  Financial Entry & Approval Support  Enter vendor quotes, estimates, and service costs into the work order system  Verify pricing aligns with scope of work and standard guidelines when applicable  Submit financial information through the approval workflow as required  Notify the Lead Dispatcher or Supervisor when pricing exceeds the authorized Not-To-Exceed (NTE) amount  Ensure all required notes, attachments, and documentation are included for approval  SLA Compliance & Documentation Accuracy  Execute dispatch activities in accordance with defined SLAs and priority requirements  Monitor response times, acknowledgments, and completion deadlines  Maintain accurate notes, timestamps, and status updates in all systems  Ensure work orders contain complete information before closure  Follow documentation standards required for reporting, audits, and client review  Team Collaboration  Work closely with CSRs, Lead Dispatchers, and Supervisors to maintain workflow efficiency  Assist with coverage during high-volume periods  Follow established processes and operational guidelines  Participate in training and process improvement initiatives  Other duties as assigned by designated Leads, Supervisor, or Senior Leadership.    Qualifications  Required  1–3 years of experience in dispatch, coordination, customer service, or operations support   Experience working in a fast-paced or high-volume environment   Strong organizational and time management skills   Excellent verbal and written communication skills   Ability to manage multiple tasks simultaneously   Comfortable working in a phone-based and system-driven environment   Experience with ticketing systems, CMMS, or workflow tools   Remote Work Requirements  High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow.  Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information.  Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection.  The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity.  To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss.  Preferred  Experience in facilities, maintenance, or service operations   Experience coordinating vendors or subcontractors   Experience working with service level agreements (SLAs)   Experience with VOIP or call center platforms   Experience working in a remote or virtual operations environment     Key Competencies & Traits  Detail-oriented and organized   Strong follow-through and accountability   Able to work under pressure in a fast-paced environment   Professional communication skills   Ability to follow structured processes   Strong problem-solving skills   Calm and focused during high-volume situations   Team-oriented with willingness to support others    Performance Measures  Success in this role will be measured by:  SLA compliance and response time adherence  Accuracy and timeliness of work order processing  Vendor and internal technician coordination effectiveness  Quality and consistency of client communication  Work order closure accuracy and documentation quality  Ability to manage workload volume without service degradation  Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications. The company will not pay less than minimum wage for this role. The compensation for the position is: $18.28 - $21.50 C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities.  Discrimination of any type will not be tolerated.  In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us. INCO: “C&W Services” Apply To This Job