Plumbing Dispatcher

# Plumbing Dispatcher & Customer Service Representative

## Position Overview

We are seeking an experienced Plumbing Dispatcher with customer service capabilities to join our residential plumbing service company. This role primarily focuses on dispatch operations while supporting customer service functions, requiring strong organizational skills and the ability to manage dynamic scheduling in a fast-paced environment.

## Schedule

- Full-time position (40 hours per week)

- Monday through Friday with rotating Saturday coverage

- Regular business hours with rotating after-hours on-call responsibilities to return “urgent” calls

## Primary Responsibilities

### Dispatch Operations

- Coordinate and optimize daily scheduling of plumbing and service technicians using ServiceTitan

- Monitor technician locations and manage real-time schedule changes

- Handle after-hours emergency call monitoring during assigned rotation

- Screen emergency service calls during off-hours

- Optimize service routes for maximum efficiency and emergency response

- Communicate detailed job information and updates to field technicians

- Track job progress and maintain dispatch logs

- Coordinate emergency service calls and dispatching

- Manage schedule changes during severe weather conditions

- Ensure proper resource allocation based on job requirements and technician skills

- Use a right tech right call approach to maximize profits

### Customer Service Support

- Handle overflow customer calls professionally and efficiently

- Assist with scheduling service appointments when needed

- Process payments and provide standard service estimates

- Update customer records and service history

- Handle customer inquiries about technician arrival times and job status

- Coordinate with on-site technicians for customer updates

### Administrative Duties

- Maintain accurate dispatch records and documentation

- Monitor and update job status in real-time

- Assist with technician schedule management

- Track and report on dispatch metrics and efficiency

- Coordinate with warehouse for equipment and supply needs

- Support emergency weather procedure implementation

## Required Qualifications

- Minimum 2 years of dispatch experience, preferably in plumbing or related field

- Strong computer proficiency, including:

- ServiceTitan or similar dispatch software

- Google Workspace applications

- Microsoft Office Suite

- Excellent organizational and multitasking abilities

- Strong problem-solving and decision-making skills

- Professional communication skills

- Experience with GPS tracking and route optimization

- Knowledge of plumbing terminology and service operations

## Technical Requirements

- Proficiency in dispatch management systems

- Experience with CRM software

- Ability to learn and master ServiceTitan platform

- Familiarity with digital scheduling and routing tools

## Essential Skills

- Exceptional organizational and time management abilities

- Strong attention to detail

- Ability to remain calm under pressure

- Excellent verbal and written communication

- Critical thinking and problem-solving skills

- Team-oriented mindset

- Basic mathematical skills for scheduling and routing optimization

## Physical Requirements

- Ability to work at computer workstation for extended periods

- Extended use of phone and headset

- Basic typing proficiency (minimum 45 WPM)

## Benefits Package

- Competitive hourly wage

- Health insurance

- Paid time off

- Birthday holiday

- Paid holidays

- 401(k) with company match

- Performance bonus opportunities

- Weekend differential pay

- Professional development and training

## Working Environment

- Fast-paced dispatch center setting

- Team-oriented atmosphere

- Climate-controlled office

- Professional work environment

## Additional Requirements

- Must be available for rotating Saturday coverage and after-hours call screening rotation

- Must maintain reliable phone service and internet connection for after-hours monitoring

- Reliable transportation

- Excellent attendance record

- May require occasional overtime during peak seasons or emergency situations

- Must be able to coordinate emergency dispatch operations during severe weather

- Ability to make sound decisions regarding emergency service calls

- Must live within reasonable distance for potential emergency office visits

Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Rotating weekends

Application Question(s):

• Are you Willing to Work every other Saturdays as Part of your normal Work Schedule
• willing to screen calls after hours on a rotating basis

Experience:

• Dispatching: 2 years (Required)

Work Location: In person

Salary : $25 - $28