Dispatcher

Description

Job Title: Dispatcher
Department: Operations
Reports To: General Manager

Position Overview:

The Dispatcher at Cornel’s Plumbing, Heating & Air plays a critical role in ensuring the efficient scheduling and coordination of service calls for our plumbing and HVAC teams. This position requires strong organizational skills, excellent communication, and the ability to multitask in a fast-paced environment. The Dispatcher is responsible for managing job assignments, optimizing technician schedules, and providing superior customer service to ensure a seamless experience for both customers and field technicians.

Key Responsibilities:

• Schedule and dispatch plumbing and HVAC technicians based on job priority, location, and technician availability.
• Monitor incoming service requests via phone, email, and online booking systems.
• Maintain constant communication with field technicians to adjust schedules as needed.
• Optimize daily routes and job assignments to maximize efficiency and customer satisfaction.
• Ensure all jobs are accurately entered into ServiceTitan with proper details and documentation.
• Communicate with customers regarding appointment confirmations, schedule updates, rescheduling, and service follow-ups.
• Collaborate with managers, technicians, and customer service representatives to ensure smooth workflow and timely job completion.
• Track job progress and adjust schedules to accommodate emergency calls or last-minute changes.
• Maintain accurate records of technician availability, job completions, and rescheduled calls.
• Assist with resolving customer concerns related to scheduling and service appointments.
• Support company goals for service response times and customer satisfaction metrics.
• Adapt to changing circumstances, such as unforeseen delays or emergency service requests, by re-evaluating the schedule and dispatching technicians accordingly. Ensure the most critical issues are addressed promptly, minimizing customer disruption.

Qualifications & Skills:

• Prior experience in dispatching, scheduling, or a related customer service role (experience in the trades industry preferred).
• Strong multitasking and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficiency in using ServiceTitan, Google G Suite, and Apple devices.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and organizational skills.
• Ability to work both independently and collaboratively with a team.
• Adaptability to handle last-minute changes and optimize scheduling as needed.
• Strong problem-solving and critical thinking skills to analyze situations and make quick, effective decisions.

Work Environment & Schedule:

• Full-time position with standard office hours at Cornel’s Plumbing, Heating & Air; may require occasional evenings or weekends based on company needs.
• Primarily office-based with frequent phone and computer work.
• Fast-paced environment requiring quick thinking and adaptability.

Compensation & Benefits:

• Competitive hourly wage or salary based on experience.
• Health, dental, and vision insurance options.
• Paid time off and holidays.
• Hybrid work schedule.
• Discounted LifeTime Fitness gym membership.
• 401(k) retirement plan with company matching.
• Opportunities for career growth and professional development.

About Us:

Cornel’s Plumbing, Heating & Air is a trusted, locally owned company serving the Portland metro area. We specialize in residential plumbing and HVAC services, delivering high-quality workmanship and exceptional customer service. Our team is built on a foundation of integrity, professionalism, and a commitment to continuous growth. We embody our core values—Hungry, Humble, and Smart—in everything we do, fostering a culture of hard work, teamwork, and continuous improvement. We are proud to be recognized as one of the Top 100 Companies to Work For in Oregon. At Cornel’s, we provide a supportive and dynamic work environment where employees can thrive and advance in their careers. If you are looking for a company that values its employees and provides opportunities for professional development, we’d love to have you join our team!

Join Cornel’s Plumbing, Heating & Air and be a key part of delivering exceptional service to our customers while supporting our technicians in the field

Qualifications

Qualifications & Skills:

• Prior experience in dispatching, scheduling, or a related customer service role (experience in the trades industry preferred).
• Strong multitasking and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficiency in using ServiceTitan, Google G Suite, and Apple devices.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and organizational skills.
• Ability to work both independently and collaboratively with a team.
• Adaptability to handle last-minute changes and optimize scheduling as needed.
• Strong problem-solving and critical thinking skills to analyze situations and make quick, effective decisions.