Kelley Chevrolet Service Dispatcher

Department: Service

Functions: Performs office or nonmanual work directly related to the management or general business operations of the service department. Exercises discretion and independent judgment on matters of significance to the company such as the distribution of work among technicians, workflow through the department by ensuring repair orders are assigned efficiently, technician workloads are balanced, vehicles are repaired correctly the first time. The dispatcher serves as the central communication hub, coordinating between service advisors, technicians, parts personnel, and management. The dispatcher’s actions and decisions directly impact on the profitability of the service department and to a lesser extent, the sales department of the dealership.

Relationships: Reports to Service Manager and Assistant Service Manager. Works closely with service department personnel. 

Responsibility and Authority:

Workload & Repair Order Management

• Assign repair orders to technicians based on skill level, availability, and job priority.
• Monitor the status of all jobs throughout the day to ensure on-time completion.
• Adjust assignments as needed to maintain workflow efficiency and meet customer deadlines.
• Any other tasks deemed necessary per Management. 

Communication & Coordination

• Serve as the primary point of contact between service advisors and technicians.
• Communicate job details, special instructions, and time expectations clearly and promptly.
• Coordinate with the parts department to ensure required parts are available before dispatching jobs.
• Any other tasks deemed necessary per Management. 

Operational Efficiency

• Track technician productivity, efficiency, and time management.
• Identify bottlenecks in workflow and proactively resolve issues.
• Maintain an organized dispatch board or digital scheduling system.
• Responsible for maintaining a clean and safe work environment in the service bays.
• Manage specialty tools and shop equipment inventory and organization. 
• Any other tasks deemed necessary per Management. 

Administrative Duties

• Review repair orders for accuracy and completeness before dispatching.
• Document technician time, job progress, and any delays or concerns.
• Support compliance with safety procedures and dealership policies.
• Any other tasks deemed necessary per Management. 

Internal Repair Order Processing 

• Work closely with the new and used car teams, parts department, and sales staff to efficiently process inventory vehicles. 
• Responsible for opening repair orders, building estimates, and closing repair orders accurately.
• Prioritize attention to detail and time constraints throughout the entirety of inventory vehicle processing.
• Any other tasks deemed necessary per Management. 

Qualifications:

High School diploma or the equivalent. Ability to read and comprehend instructions and information. Previous experience in an automotive service department or similar environment preferred. Strong understanding of automotive repair processes and technician skill sets. Ability to work in a fast-paced environment and adapt to changing priorities. Proficiency with dealership management systems (DMS) and scheduling tools is a plus. Sales and supervisory experience are preferred. Valid driver’s license and good driving record. Professional personal appearance and excellent communication skills. Computer skills required.  

Working Conditions:

The Service Dispatcher works both indoors and out. Some evenings and Saturday hours will be required. May need to go on test drives. Will work on a computer at a desk but also may need to be in the service area. May be exposed to heat, cold, noise, dust, exhaust fumes and other potentially hazardous materials.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER