What are the responsibilities and job description for the Dispatcher position at BWS Plumbing, Heating & Air Conditioning?
About BWS Plumbing, Heating & Air
At BWS, we believe there’s a Better Way to serve — our team, our customers, and our community. We’re a family-owned business built on trust, excellence, and a passion for helping people. If you’re ready to join a company that values teamwork, communication, and integrity, this is the place for you.
Dispatcher Overview
The Dispatcher plays a key role in ensuring our HVAC and plumbing teams operate efficiently and deliver outstanding service to every customer. You’ll be the communication hub — coordinating daily schedules, supporting technicians in the field, and maintaining a clear, professional connection between customers and our team.
Key Responsibilities
- Schedule and dispatch HVAC and plumbing technicians for service, maintenance, and installation appointments
- Communicate effectively with customers, technicians, and management to ensure timely service
- Prioritize calls based on urgency, technician skill level, and location to maximize efficiency
- Update and manage the dispatch board and job progress in the CRM (ServiceTitan experience preferred)
- Confirm appointments, update customers on technician ETA, and follow up on open work orders
- Support technicians in the field with parts, information, and job details as needed
- Maintain accurate records of service calls, customer notes, and job completion details
- Monitor technician performance metrics such as response times, call completion, and customer satisfaction
- Assist in after-hours on-call rotation if needed
Qualifications
- Minimum 2 years of experience in dispatching, scheduling, or customer service (HVAC or plumbing industry preferred)
- Strong communication and problem-solving skills
- Ability to multitask and stay calm under pressure
- Tech-savvy — comfortable using dispatch software, CRM tools, and Microsoft Office Suite
- Detail-oriented, organized, and customer-focused
- High school diploma or equivalent required
Why Join BWS?
- Competitive pay and performance incentives
- Medical, dental, and vision insurance
- Paid time off and holidays
- 401(k) with company match
- Ongoing training and career development
- Family-oriented, team-driven culture
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Vision insurance
Work Location: In person