Dispatcher

Position Summary

The Residential Plumbing Dispatcher will work under the direction of the Residential Plumbing Manager and is responsible for coordinating and scheduling plumbing service calls for residential customers. This position serves as the communication hub between customers, technicians, and management to ensure jobs are scheduled efficiently and completed on time. The dispatcher manages daily service schedules, prioritizes calls, and provides excellent customer service.

Key Responsibilities

• Schedule and dispatch plumbing technicians to residential service calls.
• Answer incoming calls from customers and create service work orders.
• Prioritize service requests and adjust schedules as needed.
• Communicate job details, locations, and customer information to technicians.
• Track technician locations, job progress, and completion times.
• Coordinate same-day and next-day service appointments.
• Maintain accurate service records and job notes in Service Titan software.
• Follow up with customers regarding appointment times and service updates.
• Work with the service manager to optimize technician routes and productivity.
• Assist with customer concerns and service inquiries.
• Memorize and uphold our company Mission Statement and Core Values. 

Required Skills

• Strong organizational and scheduling skills
• Excellent phone and communication skills
• Ability to multitask in a fast-paced environment
• Problem-solving and decision-making ability
• Basic computer and dispatch software knowledge
• Customer service experience
• Strong English communication ability, including legible handwriting

Preferred Qualifications

• 2 years experience in plumbing, HVAC, or home service dispatching
• Knowledge of service scheduling software, Service Titan
• Experience coordinating, scheduling and working with field technicians

Work Environment

• Office-based position
• Fast-paced service environment with frequent phone communication
• Regular coordination with technicians in the field