Water Heater Dispatcher

The Water Heater Dispatcher is responsible for coordinating daily service and installation activities between customers, technicians, and management. This position ensures that technicians are scheduled efficiently, customers receive timely communication, and jobs are completed as smoothly and profitably as possible.

The ideal candidate is organized, dependable, calm under pressure, customer-focused, and able to manage multiple priorities in a fast-paced service environment.

Key Responsibilities:

Scheduling & Dispatching

• Schedule and dispatch technicians for water heater installations, replacements, repairs, maintenance, and service calls.
• Coordinate daily technician routes to maximize efficiency and minimize drive time.
• Monitor technician schedules throughout the day and make adjustments when emergencies, delays, cancellations, or additional jobs arise.
• Assign the appropriate technician based on skill level, location, job type, and availability.
• Track technician arrival times, job status, completion times, and estimated time of arrival (ETA).
• Coordinate same-day and emergency service calls when needed.

Customer Communication

• Answer incoming customer calls and respond to customer inquiries regarding scheduling and service.
• Confirm appointments and provide customers with technician arrival windows.
• Communicate schedule changes, delays, and ETAs professionally and promptly.
• Follow up with customers regarding completed work, return visits, warranty issues, or additional service needs.
• Maintain a professional and courteous relationship with customers at all times.

Technician Support

• Serve as the primary communication point between technicians and the office.
• Provide technicians with accurate job information, customer details, equipment information, and special instructions.
• Communicate changes or additional customer requests to technicians.
• Assist technicians with obtaining parts, equipment, permits, or other resources when necessary.
• Monitor jobs that require follow-up, additional parts, inspections, or return visits.

Job Coordination & Administration

• Enter and maintain accurate customer and job information in the company's scheduling/dispatch software.
• Review completed work orders for accuracy and completeness.
• Coordinate with warehouse or purchasing personnel to ensure technicians have necessary equipment and materials.
• Track jobs from initial scheduling through completion.
• Identify scheduling conflicts and resolve them quickly.
• Maintain accurate records of cancellations, rescheduled appointments, callbacks, and warranty work.
• Communicate important job updates to management.

Sales & Installation Coordination

• Coordinate installation appointments following approved sales.
• Verify that equipment, permits, and required materials are available before scheduling installations.
• Coordinate with customers regarding installation requirements and preparation.
• Communicate change orders, additional work, or unexpected job conditions between customers, technicians, and management.
• Help ensure that sold jobs are scheduled promptly and completed within the expected timeframe.

Qualifications

• Previous dispatching, scheduling, customer service, plumbing, HVAC, or home-service industry experience preferred.
• Experience with water heaters, plumbing, HVAC, or residential construction is a strong plus.
• Excellent telephone and customer service skills.
• Strong organizational and time-management abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong attention to detail.
• Ability to remain calm and professional when dealing with upset customers or scheduling problems.
• Comfortable using computers, scheduling software, email, phones, and Microsoft Office/Google Workspace.
• Ability to communicate effectively with field technicians and management.
• Reliable attendance and punctuality.

Preferred Knowledge

• Residential water heater installation and replacement processes.
• Tank and tankless water heaters.
• Electric, gas, and heat pump water heaters.
• Basic understanding of plumbing terminology.
• Service-area geography and efficient routing.
• Permitting and inspection processes.
• Warranty and callback procedures.
• Parts and equipment used for common water heater installations.

Performance Expectations

The Dispatcher is expected to:

• Keep technicians efficiently scheduled throughout the workday.
• Minimize unnecessary technician downtime and travel.
• Maintain accurate appointment and customer information.
• Communicate schedule changes quickly and effectively.
• Provide excellent customer service.
• Reduce missed appointments and scheduling errors.
• Keep management informed of significant scheduling or customer issues.
• Help ensure that installations and service calls are completed on schedule.

Working Environment

This is a fast-paced office position that requires frequent communication with customers, technicians, vendors, and management. The Dispatcher may need to handle multiple phone calls, schedule changes, emergencies, and competing priorities simultaneously.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $25