Dispatcher

Job Title: Dispatcher

Classification: Non-Exempt (Hourly)

Reports To: Business Operations Manager

Date of Revision: January 2025

Supervisory Responsibilities: None

Summary: At High Priority Plumbing, we don’t just dispatch service calls—we keep things flowing smoothly. As the Dispatcher, you are the heartbeat of our operations, ensuring that our technicians are in the right place at the right time while delivering top-tier customer service. You’ll juggle scheduling, communication, and problem-solving in a fast-paced environment, making an impact on both our customers and our team. If you thrive in an organized chaos type of setting, love multitasking, and enjoy keeping everything running like a well-oiled machine, this role is for you.

This isn’t just a job—it’s an opportunity to be part of a company that values teamwork, precision, and a good sense of humor. If you can keep calm under pressure and navigate challenges with a solutions-first mindset, we’d love to have you on board!

What Makes You a Great Fit:

• You thrive in a fast-paced environment and can multitask like a pro.
• You have a knack for staying organized, even when juggling multiple priorities.
• You bring a positive attitude and work well under pressure.
• You enjoy problem-solving and finding the most efficient way to get things done.
• You’re reliable, detail-oriented, and a great communicator.

Duties/Responsibilities:

• Act as the central hub for communication between customers, technicians, and vendors, ensuring seamless service coordination.
• Manage technician schedules and dispatch them efficiently to optimize time and customer satisfaction.
• Coordinate follow-ups for return visits, ensuring jobs are completed promptly and to the highest standard.
• Maintain an organized on-call schedule for service technicians and after-hours emergencies.
• Keep customers updated with real-time status changes, estimated arrival times, and scheduling confirmations.
• Handle online and phone service requests, providing prompt and professional responses to customer inquiries.
• Assist property management and home warranty companies with service requests, scheduling, and updates.
• Ensure all customer data is accurately entered and maintained in our system.
• Follow up on preventative maintenance appointments and ensure timely scheduling.
• Review completed service work orders for accuracy and proper documentation.
• Maintain a professional yet friendly demeanor, making every customer interaction positive.
• Stay sharp—participate in company-sponsored training to keep up with industry best practices.
• Manage conflict resolution with customers by addressing concerns with patience, clarity, and professionalism.

Knowledge, Skills and Abilities:

• Minimum two years of experience in related industry dispatch and coordination.
• Geographical knowledge of the service area and/or map reading skills.
• Advanced communication and customer service skills.
• Experience in using Microsoft Word and Excel.
• Reliable transportation
• Ability to pass a background check and drug screen.

Required Education and Experience:

• GED or High School Diploma

Preferred Education and Experience:

• Previous dispatch and/or data entry experience is preferred.

Additional Eligibility Qualifications:

• Ability to operate a personal computer and related equipment.
• Ability to sit for long periods of time.
• Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment.
• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
• Must be able to work extended hours, nights or weekends.

Compensation: $16.00 to $20.00 per hour, based on skills and experience

Benefits:

• Medical
• Dental
• Vision
• Short- and Long- Term Disability
• Optional additional life insurance coverage for employee, spouse and/or children
• 401(k) with company match
• Three paid holidays after a year – Thanksgiving, Christmas and New Year’s Day
• 1 week vacation and two sick days after a year
  • 2 weeks after 3 years
  • 3 weeks after 8 years
• Weekly pay via direct deposit

Physical Activity: Reaching, grasping, talking, hearing, repetitive motion

Physical Requirements: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Visual Acuity Requirements: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.

Working Conditions: No substantial exposure to adverse environmental conditions.

Position Type and Expected Hours of Work:

• Full-time. Monday through Friday, 8am to 5pm
• Weekend on call rotation (typically every 5th weekend[U1] )

Travel: None

EEO/ADA Statements: High Priority Plumbing and Services, Inc., is an Equal Opportunity Employer. We provide equal employment opportunities to all employment applicants for employment, and prohibit discrimination and harassment of any type based on race, sex, religion, color, age, national origin, disability, pregnancy, sexual orientation, genetic information, veteran or military status. This statement applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you require reasonable accommodation in completing an employment application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us and ask to be directed to Human Resources.

Disclaimer: This job description is not intended to, nor does it constitute, nor can it be construed to be an offer of employment or employment contract between High Priority Plumbing and Services, Inc., and any applicant or employee. All employees are employed at the will of both parties.

Additionally, this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee in this position. Keep in mind, the Company has the right to alter or amend your job description at any time verbally or in writing. Employees should expect to be assigned job duties from time to time, with or without notice, that are not found in their formal job description.