Dispatcher (Plumbing)

Job Description

Job Description

Dispatcher (Plumbing) - IN OFFICE

Are you a Dispatcher with at least 1 year of experience in the trades? Are you detail-oriented and love providing stellar customer service? Are you an independent thinker looking for a company that admires your ambition? Then you are in luck! We are hiring a Dispatcher to join our growing company!

The Plumbing Dispatcher is responsible for coordinating work with customers (external and internal) and the Plumbing Manager and Supervisors. This involves constant knowledge of asset availability (people and equipment) to support planned work and respond to emergency or special requests. This Dispatcher will also coordinate work with our Transportation department.

What We Offer:

• Top pay! Projected compensation $20+/hr DOE
• Growth opportunities
• Employee & Family Health, Dental & Vision Insurance options
• Life Insurance Policy
• Paid Time Off & Paid Holidays
• 401(k) Retirement Plan
• Flexible Spending Plan, HSA
• Paid Weekly
• Fantastic company culture!

Position Summary
The Service Dispatch & Operations Coordinator plays a critical role in ensuring the smooth and efficient flow of the daily service schedule. This position is responsible for aligning the right technician with the right job, maximizing team productivity, minimizing drive and idle time, and ensuring that customer communication is prompt and professional.
The role involves daily oversight of scheduling, job projections, and technician performance to meet key operational and financial metrics. A strong focus on customer satisfaction, team development, and strategic dispatching is essential. This individual is also expected to support the service department's long-term growth by optimizing workflows and contributing to a high-performing, customer-first culture.

Our Core Values
We expect all employees to model and promote these values in their daily work:

• Customer Focus – Give the customer a fair deal.
• Accountable – Say what we do, do what we say.
• Sense of Urgency – Time is of the essence.
• Honesty and Integrity – Treat others as you’d like to be treated.

These principles guide our service delivery, team communication, and business decisions. Principal Responsibilities & Duties
Customer Satisfaction

• Ensure timely communication with customers regarding arrival times, job completions, and service satisfaction.
• Maintain accurate and complete customer information in ServiceTitan (ST).
• Respond quickly to inbound service calls and schedule jobs promptly to maintain customer trust.

Team Leadership & Development

• Lead and support plumbers and apprentices by promoting a positive culture and high standards.
• Conduct regular employee observations and team performance reviews.
• Deliver and coordinate training in sales, software, and safety procedures.
• Use monthly scorecards to review and guide team progress.

Business Growth & Strategy

• Consistently fill the board to meet or exceed daily KPIs.
• Work closely with leadership to forecast demand and support company growth through smart scheduling and dispatching.

Operational Management

• Monitor technician and apprentice clock-in/out times, arrival punctuality, and overall utilization.
• Track drive time, routing efficiency, and minimize unnecessary supply house runs.
• Assign the right technician to the right job and follow up to ensure quality and completion.
• Ensure daily quick starts and keep the board full to maximize operational efficiency.

Financial Performance

• Project job counts and average revenue per job to support forecasting.
• Assign work to maximize productivity and prioritize high-value jobs.
• Track and manage job completions, cancellations, and reschedules to reduce revenue loss.
• Optimize technician assignment (right tech, right call) to reduce inefficiencies and drive profitability.

EEO Statement / Disclaimer
This job description reflects management’s assignment of essential functions and may be subject to change at any time. It does not restrict the tasks that may be assigned.

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