Dispatch Coordinator

Position Summary

The Dispatch Coordinator is responsible for efficiently scheduling and dispatching plumbing and mechanical service technicians to customer locations while ensuring optimal use of company resources. This role requires strong organizational, communication, and problem-solving skills to manage service requests, coordinate schedules, and maintain positive customer relationships.

Key Responsibilities

• Dispatching and Scheduling (50%)
  • Schedule, assign, and dispatch service technicians based on job priority, location, and skill level
  • Maintain accurate records of all dispatched jobs, technician availability, and customer interactions
  • Proactively adjust schedules to handle emergency or urgent service requests
  • Utilize dispatch software (e.g., ServiceTitan, FieldEdge, or similar) to track and optimize technician routes
• Customer Communication (20%)
  • Communicate with customers to confirm service appointments, provide ETA updates, and follow up on service completion
  • Respond promptly to customer inquiries, resolve scheduling conflicts, and manage expectations effectively
  • Provide courteous and professional service to maintain high customer satisfaction
• Techician Coordination (15%)
  • Relay detailed job information, including work scope, safety requirements, and customer preferences, to technicians
  • Ensure technicians have the necessary tools, materials, and instructions before dispatch
  • Monitor technician workload and adjust assignments to prevent burnout and maintain efficiency
• Administrative and Reporting (10%)
  • Maintain detailed records of service calls, work orders, and technician schedules
  • Aid in generating reports related to technician productivity, job completion rates, and customer feedback
  • Verify that all job documentation is accurate and complete before closing out work orders
• Emergency Response and Problem-Solving (5%)
  • Cookordinate emergency response efforts for after-hours calls, ensuring timely resolution of urgent plumbing and mechanical issues
  • Troubleshoot scheduling conflicts and unforeseen challenges with minimal disruption to operations

Qualifications

• A high school diploma or equivalent is required
• Prior experience in a customer service, dispatching, or scheduling role is preferred
• Strong communication, multitasking, and problem-solving skills are essential
• Detail-oriented, reliable, and able to adapt to fast-changing situations are key attributes

Benefits

• Competitive hourly pay: $18-$25/hour, depending on experience
• Full benefits for full-time employees
• A supportive team atmosphere and opportunities for growth