Customer-Facing Dispatch Specialist

About ABC Legal Services:

ABC Legal Service is proud to be the national leader in service of process. We are a team of 1000 and growing with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We’ve been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer. Our focus is to expand our technology lead, acquire and integrate less efficient competitors, and tap into new segments through an integrated inbound marketing and sales approach.

Job Overview:

As a Dispatch Coordinator with a sales focus, you’ll play a critical role in ensuring legal documents are delivered quickly and accurately while driving customer value and revenue. You’ll claim, dispatch, and complete jobs in a timely manner, coordinating and communicating frequently with process servers and internal partners to keep operations running smoothly. We are seeking a fast-paced, customer-facing candidate who thrives in a metrics-driven environment and brings dispatch experience along with a sales mindset. If you love a good challenge and energize others with your enthusiasm to succeed, we want to hear from you!

Location: Remote, Iowa-based

Key Responsibilities:

• Monitor Skye (internal application) task board to identify aging unclaimed jobs; identify a server to claim the job by reaching out to the primary server and nearby servers using Skye, the map, and tools such as text, phone, and email.
• Identify jobs that cannot be claimed due to missing customer information (e.g., county or zip code, missing server names on orders) and work to resolve or escalate.
• Resolve blockers and escalate to teams as needed; monitor and report trends in stuck jobs and provide timely escalation when issues recur.
• Review unclaimed zip codes in assigned states and collaborate with servers in the county to claim areas or understand why coverage is lacking; escalate findings to the regional recruiter as appropriate.
• Notify recruiters of locations needing additional coverage due to volume spikes, unclaimed zip codes, use of offline vendors, continued dispatch to sheriff, or poor performance of local servers
• Maintain proactive, customer-facing communication to manage expectations, ensure satisfaction, and promote renewal opportunities.
• Collect and share customer feedback with Sales and Operations to improve proposals, service levels, and overall customer experience.
• Maintain accurate documentation and notes in internal systems; ensure data quality to support sales insights and operational decisions.
• Achieve and monitor KPIs related to on-time claim/dispatch rates, aging statuses, response times, customer satisfaction, and revenue opportunities identified.
• Contribute to continuous process improvements to reduce cycle times and increase efficiency.

Qualifications:

• 1–2 years of experience in dispatching, customer service, operations coordination, or a similar fast-paced, communication-heavy role.
• Strong organizational skills with the ability to manage high-volume tasks and shifting priorities.
• Excellent verbal and written communication skills.
• Ability to analyze information, identify roadblocks, and escalate issues appropriately.
• Comfortable navigating digital tools, internal platforms, and map-based systems; experience with CRM or sales/ops tools is a plus.
• Proven ability to work independently while contributing to team goals; reliable, consistent, and able to follow established processes with high accuracy.
• Sales-mindedness: comfort with cross-selling/upselling, ability to recognize revenue opportunities, and collaborate effectively with Sales.
• Customer-facing demeanor with a proactive, problem-solving approach; remains calm under pressure.
• Ability to work in a remote environment with self-discipline and strong time-management skills.

Benefits:

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 7 Paid company holidays
• 4 Floating holidays per-year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care Reimbursement Flexible Spending Account
• Dependent Care Flexible Spending Account
• EAP (Employee Assistance Program)
• Pet Insurance

Starting Pay: $15.00 - $20.00 per hour-depending on experience

Schedule: Full-time, Monday through Friday 8am-5pm CST