[Hiring] Customer-Facing Dispatch Specialist @ABC Legal Services

Role Description

As a Dispatch Coordinator with a sales focus, you’ll play a critical role in ensuring legal documents are delivered quickly and accurately while driving customer value and revenue. You’ll claim, dispatch, and complete jobs in a timely manner, coordinating and communicating frequently with process servers and internal partners to keep operations running smoothly. We are seeking a fast-paced, customer-facing candidate who thrives in a metrics-driven environment and brings dispatch experience along with a sales mindset. If you love a good challenge and energize others with your enthusiasm to succeed, we want to hear from you!

Location: Remote, Indiana-based

Key Responsibilities

• Monitor Skye (internal application) task board to identify aging unclaimed jobs; identify a server to claim the job by reaching out to the primary server and nearby servers using Skye, the map, and tools such as text, phone, and email.
• Identify jobs that cannot be claimed due to missing customer information (e.g., county or zip code, missing server names on orders) and work to resolve or escalate.
• Resolve blockers and escalate to teams as needed; monitor and report trends in stuck jobs and provide timely escalation when issues recur.
• Review unclaimed zip codes in assigned states and collaborate with servers in the county to claim areas or understand why coverage is lacking; escalate findings to the regional recruiter as appropriate.
• Notify recruiters of locations needing additional coverage due to volume spikes, unclaimed zip codes, use of offline vendors, continued dispatch to sheriff, or poor performance of local servers.
• Maintain proactive, customer-facing communication to manage expectations, ensure satisfaction, and promote renewal opportunities.
• Collect and share customer feedback with Sales and Operations to improve proposals, service levels, and overall customer experience.
• Maintain accurate documentation and notes in internal systems; ensure data quality to support sales insights and operational decisions.
• Achieve and monitor KPIs related to on-time claim/dispatch rates, aging statuses, response times, customer satisfaction, and revenue opportunities identified.
• Contribute to continuous process improvements to reduce cycle times and increase efficiency.

Qualifications

• 1–2 years of experience in dispatching, customer service, operations coordination, or a similar fast-paced, communication-heavy role.
• Strong organizational skills with the ability to manage high-volume tasks and shifting priorities.
• Excellent verbal and written communication skills.
• Ability to analyze information, identify roadblocks, and escalate issues appropriately.
• Comfortable navigating digital tools, internal platforms, and map-based systems; experience with CRM or sales/ops tools is a plus.
• Proven ability to work independently while contributing to team goals; reliable, consistent, and able to follow established processes with high accuracy.
• Sales-mindedness: comfort with cross-selling/upselling, ability to recognize revenue opportunities, and collaborate effectively with Sales.
• Customer-facing demeanor with a proactive, problem-solving approach; remains calm under pressure.
• Ability to work in a remote environment with self-discipline and strong time-management skills.

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 7 Paid company holidays
• 4 Floating holidays per-year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care Reimbursement Flexible Spending Account
• Dependent Care Flexible Spending Account
• EAP (Employee Assistance Program)
• Pet Insurance

Starting Pay

$15.00 - $20.00 per hour-depending on experience

Schedule

Full-time, Monday through Friday 8am-5pm CST