Home Service Dispatcher

Position Summary

The Dispatcher is the link between our customers, our technicians and the rest of Panther Services. You will support a team of up to 12 technicians, keep the schedule running, put the right technician on the right call, and make sure every customer is taken care of from the first booking to the final follow-up. This role is built around technician and client success: strong relationships on both sides, jobs completed fully, and a happy customer from cradle to grave.

Reports to: GM

Status: Full-time, non-exempt

Pay: $27.00 per hour

Benefits: Medical insurance with a partial employer contribution, three weeks of paid time off, and voluntary supplemental coverage including dental, vision, life and accident insurance.

Key Responsibilities

Scheduling and dispatching

•         Schedule accurately, balancing job type, urgency, location, technician availability and customer expectations.

•         Match the right technician to the right call based on skill, trade, certification and workload.

•         Adjust the schedule in real time as calls run long, emergencies come in or customers change plans.

•         Communicate schedule changes promptly to technicians and customers.

Technician and client success

•         Build strong, trusting relationships with technicians and customers.

•         Support technicians in the field with the information, parts coordination and answers they need to complete the job.

•         Be a calm, reliable point of contact for customers with questions, delays or concerns.

•         Make every interaction leave the customer feeling heard and taken care of.

Job completion and follow-up

•         Ensure every job is completed fully, with nothing left open, unscheduled or unbilled.

•         Track open jobs, return visits and pending work, and manage follow-ups accurately and on time.

•         Make happy calls to confirm customer satisfaction and catch problems early.

•         Resolve or escalate issues before they become complaints.

Cross-booking and memberships

•         Identify cross-book opportunities across plumbing, HVAC and electrical.

•         Identify membership opportunities and pass them to the right person or present them directly, following approved processes.

Documentation and quality checks

•         Notate every call, change and conversation in ServiceTitan, accurately and completely.

•         Quality check business units, job types and job details so jobs are set up correctly for scheduling, reporting and billing.

•         Flag and correct errors before they affect the technician, the customer or the books.

Coordination and teamwork

•         Coordinate with the service manager, technicians and the appropriate departments (such as call center, sales, accounting and warehouse) to keep every job moving.

•         Share information proactively so no one is surprised.

•         Bring a positive, solution-focused attitude and support teammates when volume spikes.

Performance Expectations

Measure

Expectation

Scheduling accuracy

Right technician, right call, right time, with minimal reschedules or errors

Job completion

Every job completed fully, with no open items left behind

Follow-ups

Managed accurately and on time

Happy calls

Completed consistently, with issues escalated and resolved

Documentation

Every conversation and change notated in ServiceTitan, every time

Cross-booking and memberships

Opportunities identified and handed off or presented

Quality checks

Business units, job types verified and supporting information correct

Timesheet Accuracy

Ensure your team of technicians are clocked in and out properly

Payment Collection

Ensure every payment for every service is collected every time. Notate accurately if unable to collect payment and use appropriate tagging system.

Qualifications, Skills and Behaviors

Required

•         High school diploma or equivalent.

•         Strong verbal and written communication skills.

•         Ability to multi-task and prioritize in a fast-paced environment.

•         Accurate, detail-oriented documentation habits.

•         Comfort learning and navigating software such as ServiceTitan.

•         Ability to stay calm and positive under pressure.

•         Reliable attendance and the ability to work a scheduled shift.

Preferred

•         Prior dispatching, scheduling, call center or customer service experience.

•         Experience in home services, plumbing, HVAC or electrical.

•         Familiarity with ServiceTitan or similar field-service software.

•         Experience identifying sales opportunities such as memberships or add-on services.

Core behaviors

•         Relationship builder with both technicians and customers.

•         Problem solver who owns the outcome from start to finish.

•         Optimistic, professional and team-oriented.

•         Coachable and willing to learn.

•         Sound judgment on when to resolve an issue and when to escalate it.

Working Conditions

•         Fast-paced dispatch environment with sustained phone and computer work.

•         Extended periods of sitting, headset use and typing.

•         Shift schedule may include evenings, weekends or holidays, depending on service demand. On-call availability may also be required.

•         Duties may be adjusted as business needs change. Other duties may be assigned.