Lead Dispatcher (2+ yrs exp req)

Hartmann’s & Esposito Plumbing, Heating & Air Conditioning is seeking an experienced and highly organized Lead Dispatcher to join our growing team. This role is ideal for a service-focused professional with at least two years of dispatching experience who can confidently coordinate field technicians, manage changing priorities, and deliver an exceptional customer experience. The Lead Dispatcher serves as the central point of communication between customers, technicians, office staff, inspectors, suppliers, and third-party providers. The successful candidate will be resourceful, calm under pressure, detail-oriented, and comfortable making real-time scheduling decisions in a fast-paced plumbing, heating, and air conditioning environment. Experience in the plumbing, heating, or HVAC industry is preferred but not required. Key Responsibilities Coordinate and route in-field technicians throughout the day based on skill set, location, availability, urgency, and the appropriate technician-for-call guidelines. Schedule residential and commercial service appointments while balancing customer needs, technician capacity, travel time, and operational priorities. Use effective dispatching practices to assign the right technician to the right call. Monitor technician schedules and job progress throughout the day, making adjustments as needed to address cancellations, emergencies, delays, and changing priorities. Communicate anticipated delays and updated arrival windows to customers promptly and professionally. Actively listen to customer needs and concerns to determine the appropriate service response. Resolve customer issues and concerns with professionalism, empathy, and sound judgment. Schedule annual plumbing, heating, and air conditioning contract renewals, maintenance cleanings, and service appointments. Schedule customer estimates and coordinate the required resources for each appointment. Schedule plumbing inspections with local township inspectors. Complete and submit local township permits accurately and on time. Process warranty information and documentation for new installations. Efficiently communicate and correspond with third-party providers. Order parts for technicians as needed and track related information. Enter accurate data into the company’s service and dispatch software. Maintain organized logs and records of calls, activities, technician assignments, permits, inspections, and customer interactions. Draft correspondence and other formal documents as needed. Maintain accurate electronic and physical document filing systems. Support the broader service team by identifying process improvements and helping ensure dispatch operations run efficiently. Provide guidance and day-to-day support to dispatch and office team members as needed. Required Qualifications At least 2 years of professional dispatching experience , preferably in a service, trades, transportation, facilities, or field-operations environment. Demonstrated experience coordinating schedules, routes, appointments, or mobile field personnel. Strong customer service skills and the ability to communicate clearly with customers and employees. Excellent verbal and written communication skills. Proven ability to multitask and prioritize effectively in a fast-paced environment. Strong organizational skills and exceptional attention to detail. Ability to remain calm, professional, and solutions-oriented during high-volume periods or unexpected schedule changes. Strong computer skills and the ability to learn in-house software and dispatch systems. Ability to take initiative, make informed decisions, and follow through on responsibilities. Professional, friendly, outgoing, and positive demeanor. Ability to work in person and collaborate effectively with a service-oriented team. Preferred Skills and Experience Experience dispatching plumbing, HVAC, heating, electrical, construction, home services, or other field-service technicians. Familiarity with technic…

View the full posting and apply