[Hiring] National Operations Center Dispatcher @Cushman & Wakefield

Role Description

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.

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

• 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.
• The workspace must accommodate multiple screens and provide an ergonomic setup that supports productivity.
• Employees are expected to have a backup plan for connectivity disruptions.

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

• 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.

Benefits

• Health, vision, and dental insurance.
• Flexible spending accounts.
• Health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time away from work.
• Competitive pay based on various eligibility factors.

Compensation

The compensation for the position is: $18.28 - $21.50.

Equal Opportunity Employer

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.

Accommodation

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.