Service Coordinator / Dispatcher (Plumbing)

Job Summary Pioneer Plumbing & Heating is seeking a highly organized and customer-focused Service Coordinator / Dispatcher to join our growing team in Vancouver. In this critical role, you will serve as the central communication hub between our customers, technicians, and office team. You will be responsible for coordinating service appointments, dispatching technicians efficiently, managing workflow throughout the day, and ensuring an exceptional customer experience from the initial call through job completion. The ideal candidate has previous experience in a plumbing service environment, understands the pace of emergency and same-day service work, and is comfortable balancing multiple priorities while maintaining a high level of professionalism and attention to detail. Responsibilities Answer incoming customer calls and inquiries professionally and courteously. Schedule and dispatch plumbing service technicians, balancing workload, technician availability, and service priorities. Coordinate emergency and same-day service requests. Monitor technician progress throughout the day and make schedule adjustments as required. Communicate appointment updates and arrival information to customers. Maintain accurate job records, customer information, dispatch notes, and service logs within Vonigo or similar service management software. Follow work orders from booking through completion to ensure accuracy and customer satisfaction. Coordinate parts, materials, and vendor communications as required to support field operations. Support continuous improvement initiatives by identifying workflow inefficiencies and recommending process improvements. Collaborate closely with technicians, management, and administrative staff to maintain exceptional service standards. QualificationsRequired Minimum 2 years of dispatching, service coordination, or call-taking experience within a plumbing service company. Experience coordinating field service technicians. Excellent customer service and communication skills. Strong computer skills and ability to learn multiple software systems. Strong attention to detail and data entry accuracy. Ability to multitask and remain organized in a fast-paced environment. Professional phone manner and experience managing a high volume of inbound calls. Preferred Experience using Vonigo. Experience with scheduling, dispatching, or field service management software. Familiarity with plumbing service operations and terminology. Experience handling emergency service scheduling and dispatching. Strong problem-solving and decision-making abilities. Pay: $52,000.00-$62,000.00 per year Benefits: Company events Employee assistance program Extended health care Paid time off Wellness program Work Location: In person

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