Dispatch Lead - Hybrid - CA

Overview

Location: Hybrid:
Lancaster or Tehachapi, CA.

Location Status: Work will be primarily performed onsite at our office or remotely by telecommuting from your home office 2 - 4 days per week. Employee will utilize personal phone or internet services to perform telecommuting with reimbursement. Occasional travel to and work from other Race offices or other off-site locations may be required.

Compensation: $26-$29 USD per hour

Benefits: 100% Company-Paid Medical and Dental Benefits;
Free Fiber Internet Service

Who We Are:

We re more than a fiber internet provider, we re your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you re not just accepting a job, you re becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

Dispatch Lead supports the daily operations of the dispatch team, ensuring the efficient scheduling and coordination of field technicians and resources. Reporting to the Dispatch Manager you will support the management of dispatch workflows, monitoring real-time job progress, and ensuring timely completion of service orders. This role involves managing dispatch workflows, monitoring real-time job progress, and ensuring timely completion of service orders.

The Dispatch Lead works closely with field teams, customers, and other departments to resolve issues, maintain high levels of customer satisfaction, and ensure operational efficiency. Additionally, the Dispatch Lead provides leadership and guidance to the dispatch team, assisting with training, performance evaluations, and process improvements to meet organizational goals. Availability to work nights, weekends, holidays, and overtime as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations.

Responsibilities

Essential Duties and Responsibilities:

• Daily Operations and Task Management

• Oversees the successful execution of daily dispatch activities, ensuring that all tasks (scheduling, route adjustments, and work order management) are completed on time and according to operational plans
• Monitors the team s performance, addresses roadblocks, and ensures KPIs such as job completion rates and technician availability are met
• Prepares and submits comprehensive reports to the Dispatch Manager, outlining team performance, completed tasks, and issues, providing insights for process improvements
• Provides hands-on support to the Dispatch team during peak periods, handling overflow calls to ensure uninterrupted service
• Manages scheduling, customer communications, or technical dispatching when workloads exceed team capacity
• Covers for team members during absences to maintain operations and ensure service orders are processed without delays

• Team Monitoring and Support

• Oversees the daily activities of Dispatchers, Dispatch Coordinators, and Administrators to optimize field technician routes and handle real-time changes
• Ensures route changes align with operational goals and customer service commitments
• Acts as the primary contact for Dispatchers facing scheduling conflicts or technical issues; provides guidance and solutions
• Handles escalated calls from the Dispatch team and ensures prompt resolution to mitigate delays
• Reviews queues to ensure dispatch procedures and company protocols are followed; verifies on-time performance and proper documentation

• Field Operations and Compliance

• Tracks punctuality of field technicians by comparing ETA to TOA; ensures on-time arrivals and efficient operations
• Works with technicians and the dispatch team to resolve scheduling issues and improve time management
• Evaluates service tickets requiring truck rolls and ensures proper prioritization and assignment
• Verifies completeness of tickets (equipment needs, job scope, location details) to prevent delays
• Reviews service tickets for inconsistencies and reports findings to the Dispatch Manager

• Customer and Interdepartmental Communication

• Oversees communication channels to keep Dispatch responsive to technicians, customers, and other departments
• Coordinates with Customer Support and Outside Plant personnel to troubleshoot problems and minimize interruptions
• Proactively contacts customers regarding scheduling conflicts, delays, or service issues
• Keeps customers informed of changes and offers alternatives when needed
• Participates in regular Lead Meetings to promote collaboration and alignment on goals
• Provides updates on dispatch operations and discusses challenges or areas for improvement

• Supervisory Responsibilities

• Adheres to team procedures and policies in the Race Communications Employee Handbook
• Supports training and onboarding; mentors new team…