Position Overview: We are seeking a skilled and detail-oriented Dispatcher with expertise in using
ServiceTitan software to join our residential plumbing team. The Dispatcher will play a key role in coordinating and managing service schedules, ensuring timely responses to customer requests, and maintaining effective communication between technicians, customers, and the office team. The ideal candidate thrives in a fast-paced environment and demonstrates exceptional organizational and customer service skills.
Key Responsibilities:
- Scheduling and Dispatching:
- Utilize ServiceTitan to schedule, assign, and dispatch technicians to residential plumbing service calls.
- Optimize routes and scheduling to ensure timely responses and efficient use of resources.
- Monitor job progress and update schedules as needed to handle emergencies or changes.
- Customer Interaction:
- Serve as the main point of contact for customers, providing updates on appointment status, delays, or rescheduling.
- Respond promptly to customer inquiries, resolve scheduling conflicts, and ensure a positive service experience.
- Technician Support:
- Communicate job details and requirements to technicians accurately and efficiently.
- Provide ongoing support for technicians in the field by updating them on changes or additional job details via ServiceTitan.
- System Management:
- Leverage the advanced features of ServiceTitan to track technician availability, job statuses, and performance metrics.
- Maintain up-to-date and accurate records for all scheduled jobs, including customer information, job notes, and completed tasks.
- Problem-Solving and Coordination:
- Quickly address and resolve scheduling conflicts or technician issues in a professional manner.
- Coordinate with the Operations Manager to align scheduling priorities with business goals.
- Administrative Duties:
- Ensure all completed jobs are properly closed out in ServiceTitan, including payment processing and follow-ups.
- Assist with generating and analyzing reports to improve service efficiency and customer satisfaction.
Qualifications:
- Experience: Minimum of 2 years of dispatching experience in a residential plumbing or related service industry.
- Software Skills: Proven expertise with ServiceTitan software is mandatory.
- Customer Service: Strong interpersonal and communication skills with a customer-focused attitude.
- Organization: Exceptional time management and multitasking abilities in a fast-paced environment.
- Technical Knowledge: Familiarity with residential plumbing terminology and job processes is a plus.
- Education: High school diploma or equivalent; additional training or certifications in dispatching or customer service is preferred.
Work Environment & Requirements:
- Ability to sit for extended periods while managing multiple screens and phone calls.
- Flexibility to work occasional overtime or on-call shifts to accommodate customer needs.
- Strong problem-solving skills to address urgent or emergency scheduling issues.
