Senior Service Dispatcher

About the role

The Service Dispatcher is responsible for coordinating and dispatching service technicians for a mechanical and plumbing company. This position serves as a key link between customers, field technicians, service managers, and the office to ensure service calls are scheduled efficiently, emergencies are prioritized, and customers receive timely communication.

The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment while maintaining an accurate daily schedule.

Essential Duties and Responsibilities

Dispatching and Scheduling

• Schedule and dispatch plumbing and mechanical service technicians to customer locations based on availability, skill set, location, and urgency.
• Coordinate daily service schedules, emergency calls, callbacks, preventative maintenance visits, and follow-up appointments.
• Monitor technician locations, job progress, and estimated completion times throughout the day.
• Adjust schedules as needed to accommodate urgent calls, delays, cancellations, and changing customer priorities.
• Communicate job assignments, customer information, scope of work, and special instructions to technicians.
• Coordinate after-hours and emergency service requests according to company procedures.

Customer Service and Communication

• Answer incoming service calls, emails, and customer inquiries in a professional and timely manner.
• Gather accurate information regarding service issues, equipment, site conditions, and customer needs.
• Communicate appointment windows, technician arrival times, scheduling changes, and service updates to customers.
• Maintain positive customer relationships by providing dependable service and clear communication.
• Escalate customer complaints, urgent issues, and service concerns to the appropriate manager.

Service Coordination and Documentation

• Create, update, and maintain service work orders in the company's dispatching or service management software.
• Ensure work orders contain accurate customer information, service locations, problem descriptions, equipment details, and requested services.
• Track work order status from dispatch through completion.
• Follow up with technicians to obtain job updates, completion notes, labor hours, materials used, and recommendations for additional work.
• Coordinate return trips, parts availability, subcontractors, and additional technician support as necessary.
• Assist with reviewing completed work orders for accuracy and completeness before invoicing.

Team and Department Support

• Work closely with service managers, technicians, project managers, warehouse personnel, and accounting staff.
• Help maximize technician productivity by minimizing unnecessary travel, scheduling conflicts, and downtime.
• Identify scheduling issues and communicate workload concerns to management.
• Assist with preventative maintenance scheduling, customer follow-ups, and service agreement coordination.
• Maintain accurate records and protect confidential customer and company information.

Qualifications and Requirements

• High school diploma or equivalent required.
• Previous dispatching, scheduling, customer service, or administrative experience preferred.
• Experience in plumbing, HVAC, mechanical contracting, facilities maintenance, or a similar service industry is a plus.
• Familiarity with service management software, dispatch systems, Microsoft Outlook, Excel, and other office applications preferred.
• Ability to work collaboratively with office staff, field technicians, and management.

Key Performance Expectations

The Service Dispatcher is expected to

• Maintain an accurate and organized daily dispatch schedule.
• Respond promptly to customer requests and internal communications.
• Prioritize emergency and time-sensitive service calls appropriately.
• Keep technicians and customers informed of schedule changes.
• Maintain accurate and complete work order documentation.
• Support technician efficiency and overall service department productivity.
• Provide a professional customer experience from the initial service request through job completion.

Work Environment and Schedule

• This position is primarily office-based and requires frequent communication by telephone, email, and service management software. The role involves working in a fast-paced environment with changing priorities and occasional urgent service requests.
• The standard work schedule will be established by management. Occasional overtime, schedule flexibility, or participation in an after-hours dispatch rotation may be required, depending on company needs.

Harris Benefits + Compensation

• Medical, dental, vision, and life insurance
• 401K with company match
• Vacation time, sick time, and paid holidays
• Paid Parental leave
• Short-Term Incentive Plan

Pay Range

$48,333.59 - $72,500.39

The actual salary offer will vary by candidate based on a wide range of factors such as specific skills, qualifications, experience, and location.