Service Dispatcher - Team Lead | Onsite in Angeles City

The Service Dispatcher - Team Lead assists customers by addressing facility-related issues via phone or email after business hours. The role manages work orders, coordinates urgent maintenance requests, and ensures timely resolution. Reporting to the Facilities Manager, this position supports the smooth operation of the building by overseeing maintenance, repairs, and daily functions to maintain a safe and comfortable environment for occupants.

Benefits

• Annual Merit Increase

• Health Insurance

• Life Insurance

Supplemental Pay

• 13th Month Salary

• Mid-Year Bonus

Responsibilities

• Manages daily ticketing and vendor dispatch for customer or client facility needs.

• Tracks work order status, turnaround times, and escalations using internal systems.

• Follow up on vendor performance and coordinate tasks based on schedules and service level expectations.

• Responds to customer inquiries and provide clear and timely updates or resolutions.

• Maintains accurate documentation using third-party systems or client tools.

• Sources and call new vendors to support regional service coverage.

• Supports a team of agents or coordinators by guiding task completion and following up on individual performance.

• Handles escalations, service quality issues, and ensure all tickets are resolved within turnaround targets.

• Participates in client and internal meetings to provide updates or address open items.

• Assists with quality control, reporting, and documentation of daily team output.

• Performs other duties as needed to support operation

Qualifications

• Uses Microsoft Excel to create formulas, filter and organize data, and generate reports (e.g., VLOOKUP, Pivot Tables)

• Experience in vendor coordination and external stakeholder communication.

• Works efficiently across multiple communication platforms (phone, email, reports, third-party systems).

• Handles a high volume of calls, including cold calls and customer escalations.

• Manages several tasks or service tickets at once while meeting deadlines and ensuring accuracy.

• Reviews data or service issues to identify patterns, recommend solutions, and make timely decisions based on available information.

• Demonstrates time management and documentation accuracy.

• Familiar with service ticketing, work order tracking, and performance reporting.

• Clear and coherent in both written and verbal communication skills to be able to effectively convey information, provide feedback, and communicate with team members and management.

Screening Criteria

• High school diploma or equivalent combination of education and relevant work experience.

• Previous experience in Exterior Services or Facilities Maintenance.

• At least one (1) to two (2) years of experience in exterior services or facilities maintenance.

• Must have stable employment history.