Description The Dispatcher is responsible for the accurate placement, coordination, and management of in-home appointments across Expo Home Improvement's service markets. This role ensures appointments are scheduled in accordance with established market guidelines, Design Consultant availability, geographic considerations, and operational requirements. The Dispatcher plays a critical role in maximizing Outside Sales calendar capacity by strategically placing appointments, identifying scheduling gaps, and coordinating changes that improve calendar utilization. Success in this role requires strong organizational skills, attention to detail, sound judgment, and the ability to make timely scheduling decisions in a fast-paced environment.
Key Responsibilities
Appointment Scheduling & Placement
- Place qualified appointments on the appropriate Design Consultant calendars in accordance with established scheduling procedures.
- Ensure appointments are assigned to the correct market, territory, date, time, and available calendar.
- Follow established appointment time slots, market-specific guidelines, and homeowner availability requirements.
- Review appointment details for completeness and accuracy before placement.
- Coordinate appointment assignments to support efficient travel, geographic coverage, and effective calendar utilization.
- Identify and resolve scheduling conflicts, duplicate bookings, and incorrect appointment placements.
- Ensure appointments are assigned in accordance with applicable business rules and operational requirements.
Calendar Management & Capacity Optimization
- Monitor calendar availability and identify open appointment slots, scheduling gaps, and underutilized capacity.
- Proactively work to fill available calendar openings with eligible appointments.
- Evaluate available scheduling options to maximize productive calendar utilization without compromising appointment quality or established requirements.
- Coordinate appointment moves and reassignment when needed to improve calendar efficiency.
- Identify recurring capacity challenges and communicate opportunities for improvement to department leadership.
- Support departmental goals related to daily appointment issuance, calendar utilization, and net sales productivity.
Schedule Changes & Operational Coordination
- Process approved appointment changes, reschedules, and reassignment requests accurately and promptly.
- Coordinate with Confirmation Agents when customer availability, appointment status, or retention efforts affect calendar placement.
- Communicate relevant schedule changes to the appropriate internal teams.
- Identify scheduling issues that require leadership intervention and escalate them promptly.
- Maintain accurate appointment statuses and ensure schedule changes are reflected in the designated systems.
System Accuracy & Documentation
- Maintain accurate scheduling records within the company's CRM and designated scheduling platforms.
- Verify appointment information, calendar assignments, and relevant notes.
- Follow established documentation procedures for appointment changes, reassignment, and scheduling exceptions.
- Identify data discrepancies and take appropriate action to correct them.
- Maintain confidentiality of customer and company information.
Cross-Department Collaboration
- Work closely with Confirmation Agents to coordinate appointment readiness and calendar placement.
- Partner with Inside Sales to address appointment eligibility and scheduling requirements.
- Communicate with Outside Sales leadership regarding calendar availability, capacity constraints, and scheduling needs through established channels.
- Collaborate with department leadership to identify process improvements and recurring scheduling challenges.
- Follow established workflows, departmental guidelines, and leadership direction.
About Expo Home Improvement Expo Home Improvement, a top-rated Texas-based home remodeling company, specializes in high-quality bathroom, kitchen, and window remodels for residential customers since 2006. We are recognized for exceptional craftsmanship, outstanding customer service, and a commitment to enhancing the lives of homeowners. Recognized as a Top Place to Work in the nation, our people-first approach fosters a supportive culture that drives excellence and growth. Beyond transforming homes, we are dedicated to building lasting relationships and making a positive impact in the communities we serve.
Requirements
- Proven experience in customer service, administrative support, or scheduling (preferred).
- Strong communication skills, both verbal and written, with a friendly and professional phone manner.
- Excellent organizational skills with a keen attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with scheduling software.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Comfortable working independently and as part of a team.
Working Conditions
- Requires prolonged periods of sitting at a desk, viewing a computer screen while making and receiving phone calls
- Office setting with frequent coordination across departments
- Must be able to manage multiple priorities in a fast-paced, high energy sales environment
- Work is performed in a professional office settings requires extensive use of computers, data platforms, and communication tools.
- May require occasional evenings or weekends as needed.
- Must be comfortable working with confidential information.
Equal Opportunity Employer Expo Home Improvement provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability status, or any other characteristic protected by law. Americans with Disabilities Act (ADA) Expo Home Improvement complies with the ADA and will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations.
