Dispatcher

About This Role

Dispatching is responsible for the accurate placement, coordination, and management of in-home appointments across Expo Home Improvement's service markets. This role ensures appointments are scheduled in accordance with established market guidelines, Design Consultant availability, geographic considerations, and operational requirements, playing a critical role in maximizing Outside Sales calendar capacity.

Responsibilities

• Place qualified appointments on the appropriate Design Consultant calendars in accordance with established scheduling procedures
• Ensure appointments are assigned to the correct market, territory, date, time, and available calendar
• Follow established appointment time slots, market-specific guidelines, and homeowner availability requirements
• Review appointment details for completeness and accuracy before placement
• Coordinate appointment assignments to support efficient travel, geographic coverage, and effective calendar utilization
• Identify and resolve scheduling conflicts, duplicate bookings, and incorrect appointment placements
• Ensure appointments are assigned in accordance with applicable business rules and operational requirements
• Monitor calendar availability and identify open appointment slots, scheduling gaps, and underutilized capacity
• Proactively work to fill available calendar openings with eligible appointments
• Evaluate available scheduling options to maximize productive calendar utilization without compromising appointment quality or established requirements
• Coordinate appointment moves and reassignment when needed to improve calendar efficiency
• Identify recurring capacity challenges and communicate opportunities for improvement to department leadership
• Support departmental goals related to daily appointment issuance, calendar utilization, and net sales productivity
• Process approved appointment changes, reschedules, and reassignment requests accurately and promptly
• Coordinate with Confirmation Agents when customer availability, appointment status, or retention efforts affect calendar placement
• Communicate relevant schedule changes to the appropriate internal teams
• Identify scheduling issues that require leadership intervention and escalate them promptly
• Maintain accurate appointment statuses and ensure schedule changes are reflected in the designated systems
• Maintain accurate scheduling records within the company's CRM and designated scheduling platforms
• Verify appointment information, calendar assignments, and relevant notes
• Follow established documentation procedures for appointment changes, reassignment, and scheduling exceptions
• Identify data discrepancies and take appropriate action to correct them