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
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