About This Role
Dispatching daily service calls and supporting plumbing, HVAC, and electrical technicians is the core of this role. This position plays an important part in keeping daily operations running smoothly by managing technician schedules, responding to customer needs, and ensuring service calls are handled efficiently and professionally. The ideal candidate is an excellent communicator who can multitask, solve problems quickly, and remain calm in a fast-paced environment.
Responsibilities
- Schedule, assign, and dispatch plumbing, HVAC, and electrical technicians to service calls based on availability, location, urgency, and skill level
- Monitor technician schedules throughout the day and make adjustments to accommodate emergencies, delays, and changing customer needs
- Communicate with technicians regarding job assignments, scheduling changes, customer information, and service updates
- Answer incoming calls and assist customers with scheduling, service questions, and appointment updates
- Prioritize emergency service requests and coordinate timely responses
- Maintain accurate records of service calls, technician assignments, job statuses, and customer communications in the company's dispatching software
- Follow up with technicians to ensure jobs are progressing and completed in a timely manner
- Communicate appointment confirmations, estimated arrival times, and delays to customers
- Work closely with service managers and other departments to maximize technician productivity and scheduling efficiency
- Assist with rescheduling appointments, managing cancellations, and filling openings in the daily schedule
- Identify scheduling conflicts and resolve issues to minimize downtime and unnecessary travel
- Provide excellent customer service while maintaining a professional and positive attitude
- Perform additional administrative and operational duties as assigned
Requirements
- High school diploma or equivalent required
- Previous dispatching, scheduling, customer service, or administrative experience preferred
- Experience in plumbing, HVAC, electrical, or other home service industries is a plus
- Strong organizational and time-management skills
- Excellent verbal and written communication skills
- Ability to multitask and prioritize responsibilities in a fast-paced environment
- Comfortable using computers, scheduling software, and other office technology
- Strong problem-solving skills and attention to detail
- Ability to work independently while maintaining effective communication with team members
- Dependable, punctual, and committed to providing excellent customer service
