• Answer and direct incoming phone calls in a professional and courteous manner. • Coordinate and schedule IT service requests and appointments for multiple technical team members. • Process incoming service requests received via email, phone, manual entry, or client submissions. • Schedule internal and field technicians using the organization's ticketing platform. • Serve as the primary point of contact for clients, providing timely updates on service requests and incident progress. • Monitor technician schedules to ensure prompt time entry and efficient resource utilization. • Escalate service requests that cannot be scheduled within agreed service levels. • Track service request progress and report resource utilization and completion metrics to management. • Assist with basic billing and software licensing reconciliation tasks. • Maintain office supply inventory and coordinate ordering when needed. • Contribute to improving client satisfaction, operational efficiency, and overall service delivery.

Role Description We are looking for a highly organized and customer-focused Service Coordinator / Dispatcher to join a professional IT services team. In this role, you will coordinate service requests, schedule technical resources, and serve as the primary communication link between clients and the support team. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys keeping operations running smoothly. - Answer and direct incoming phone calls in a professional and courteous manner. - Coordinate and schedule IT service requests and appointments for multiple technical team members. - Process incoming service requests received via email, phone, manual entry, or client submissions. - Schedule internal and field technicians using the organization's ticketing platform. - Serve as the primary point of contact for clients, providing timely updates on service requests and incident progress. - Monitor technician schedules to ensure prompt time entry and efficient resource utilization. - Escalate service requests that cannot be scheduled within agreed service levels. - Track service request progress and report resource utilization and completion metrics to management. - Assist with basic billing and software licensing reconciliation tasks. - Maintain office supply inventory and coordinate ordering when needed. - Contribute to improving client satisfaction, operational efficiency, and overall service delivery. Qualifications - Excellent verbal and written communication skills. - Strong attention to detail and organizational abilities. - Basic computer and operating system knowledge. - Strong customer service and interpersonal skills, including active listening and professional telephone etiquette. - Understanding of IT service environments and the ability to coordinate multiple support resources. - Ability to manage schedules and prioritize multiple tasks simultaneously. - Fast and accurate typing skills for service request documentation. - Self-motivated with the ability to perform effectively in a fast-paced environment. - Critical thinking and effective problem-solving skills. - Proactive mindset with a strong focus on delivering a positive customer experience. - Ability to collaborate effectively with both clients and internal teams. - Previous experience working in an IT help desk, Managed Service Provider (MSP), or service dispatch environment. - Familiarity with ticketing systems or service management platforms. - Experience supporting scheduling, resource coordination, or administrative operations. Requirements - Schedule & availability: Monday through Friday | 8:30 AM – 5:30 PM | GMT -5:00 (Eastern Time – US & Canada, Bogotá, Lima) - Fully remote work environment - Stable, long-term collaboration - Clear scope of responsibilities and structured workflows - Training and onboarding support - Opportunity to work with international teams - Exposure to modern tools and professional processes - Supportive and collaborative work culture - Opportunity for skill development and career growth Benefits - Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours. - You’ll follow the client’s company guidelines, communication practices, and workflows, ensuring seamless collaboration. - Your performance will be measured to ensure alignment with client expectations and project objectives. - You might need to complete training to fully understand your role, tools, and client processes. - We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships. Ready to grow your career with us? Apply only if you are ready to commit, learn, and take ownership of your role.

• Communicates back and forth with WM Drivers to assist with problem resolution while on route • Handles incoming service orders, directs drivers, and resolves service issues • Interacts with customers including WM customer service, sales, and operational staff • Uses WM proprietary software to manage same day ticket routing and prepares routes for the next day • Dispatches drivers to calls as they are received • Works with sites and service department to optimize routes • Determines daily level of driver staffing • Assigns routes and service tickets to drivers • Handles incoming calls and e-mails from customer service and sales department • Initiates communication to customers for on-site issues • Troubleshoots and resolves delivery and pick-up problems • Ensures same-day service on missed pick-ups

Role Description The Dispatcher will play a vital role in intake, triage and access to care for Cityblock’s members across the country, 24/7. The Care Traffic Control center coordinates the flow of in-field and virtual resources, connecting members with medical providers and care staff in a matter of minutes. Dependent upon the assessment of immediate needs, Dispatchers coordinate services and link members to care resources for prompt resolution or near-term follow-up. - Screen requests for services from members. - Coordinates assignment and flow of field and virtual care resources across several states, collaborating with field operations managers, coworkers, and Virtual Urgent Care to assign and initiate responses. - Identifies and highlights issues of safety, service delivery, continuity of operations and escalates as necessary. - Identifies risks of imminent life threats, self-harm or harm to others (including risks to those involved in follow-up care) and directs questioning; makes appropriate notifications. - Completes assessment tools and documentation across multiple platforms. Qualifications - 5+ years of work experience. Requirements - Current State Office of EMS or National Registry of Emergency Medical Technicians compliant Emergency Medical Technician (EMT) or Paramedic Certification (Required). - Emergency Medical Dispatch (EMD) Certification; 911 for Crisis Calltakers (Crisis Response Programs and Training version or Crisis Intervention Team) (Preferred). Benefits - Health insurance. - Life insurance. - Retirement benefits. - Participation in the company’s equity program. - Paid time off, including vacation and sick leave. Company Description Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.