Plumbing Dispatcher

Job Summary The Plumbing Dispatcher is responsible for coordinating and dispatching plumbing technicians to service calls, maintenance requests, emergency repairs, and scheduled installations. This position serves as the primary point of contact between customers, field technicians, and the office to ensure efficient scheduling, timely responses, and excellent customer service. The Plumbing Dispatcher manages daily service schedules, communicates job details to technicians, monitors work progress, updates customers, and maintains accurate service records to support smooth and efficient plumbing operations. Key Responsibilities Dispatching Technicians: Assign plumbing service calls to available technicians based on location, skills, job priority, and workload. Scheduling Appointments: Schedule routine maintenance, plumbing repairs, installations, inspections, and emergency service calls. Customer Communication: Answer incoming phone calls, respond to service requests, confirm appointments, and provide customers with updates on technician arrival times. Emergency Coordination: Prioritize urgent plumbing issues, such as burst pipes, major leaks, sewer backups, and other emergency situations. Technician Coordination: Maintain regular communication with field technicians regarding job assignments, schedule changes, delays, and customer requirements. Work Order Management: Create, and update service work orders, ensuring job details and customer information is accurate. Schedule Monitoring: Track technician availability, job completion status, travel time, and schedule adjustments throughout the workday. Customer Service: Handle customer inquiries, complaints, cancellations, and rescheduling requests professionally. Documentation: Maintain accurate records of service calls, job notes, dispatch times, technician updates, and customer communications. Route Optimization: Coordinate service locations and technician routes to minimize unnecessary travel and improve productivity. Parts and Materials Coordination: Communicate with technicians and the purchasing team to help ensure required parts and materials are available. Billing Support: Verify completed work orders, collect job information, and coordinate with the technician to make sure all invoices have been completed. Follow-Up: Confirm job completion, schedule return visits when necessary, and follow up with customers to support service quality. Qualifications and Requirements High school diploma or equivalent. Previous experience in dispatching, customer service, scheduling, or administrative support preferred. Bilingual (English/Spanish) preferred. Experience in the plumbing, construction, or home services industry is an advantage. Strong verbal and written communication skills. Good organizational skills and the ability to manage multiple calls and schedules simultaneously. Ability to remain calm and make sound decisions in a fast-paced environment. Basic computer skills and proficiency in Microsoft Office, email, and scheduling software. Familiarity with dispatching platforms, CRM systems, or field service management software is preferred. Strong customer service and problem-solving abilities. Essential Skills Technician scheduling and dispatch coordination Telephone and email communication Time management and prioritization Customer service and conflict resolution Work order processing Route planning and schedule optimization Computer and data-entry skills Attention to detail Multitasking in a fast-paced environment Key Performance Indicators (KPIs) Average response time to incoming service requests. Technician utilization and schedule efficiency. On-time technician arrivals. Accuracy of work orders and dispatch records. Customer satisfaction and complaint resolution. Reduction in missed appointments and unnecessary repeat visits. Reporting Structure Reports to the: Operations Manager and CFO. Works closely with the: Operations Manager, Marketing Manager, Plumbing Technicians,…

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