What are the responsibilities and job description for the Service Dispatcher position at Haven Services, LLC?
Description
Service Dispatcher – Plumbing Department
Location: Columbus, OH
Job Type: Full-Time
About Us:
Join our growing team at Haven Services, Ohio’s leading provider of Plumbing, Drain, Heating & Cooling, and Electrical services. We pride ourselves on delivering exceptional customer service, operational excellence, and creating opportunities for our employees to grow and succeed.
What We Offer
- Competitive salary performance-based incentives
- Career advancement opportunities
- Supportive, team-oriented culture
- Comprehensive benefits package:
- Medical (HDHP with HRA/HSA or PPO – select plans 100% employer-paid)
- Dental & Vision Insurance
- Company-paid Life & Disability Insurance
- 401(k) with employer match
- Employee Assistance Program
- Paid Time Off & Paid Holidays plus two floating Holiday
Position Summary
The Service Dispatcher for The Plumbing Department plays a critical role in daily operations by efficiently coordinating and dispatching plumbing technicians to service calls. This position ensures optimal scheduling, clear communication, and high customer satisfaction while maximizing technician productivity and revenue.
Key Responsibilities
Dispatching & Scheduling
- Schedule and dispatch plumbing technicians to service calls based on priority, location, and skillset
- Optimize daily routes to improve efficiency, reduce drive time, and maximize job completion
- Monitor technician progress throughout the day and adjust schedules as needed
Communication & Coordination
- Serve as the central point of communication between technicians, customers, and management
- Provide real-time updates to customers regarding technician arrival times
- Support technicians in the field with job details, directions, and issue resolution
Operational Support
- Manage the service board (Service Titan or similar system) including job status updates
- Ensure all service calls are properly documented and closed out accurately
- Assist with parts coordination, job staging, and follow-up on incomplete jobs
Customer Experience
- Deliver exceptional customer service through timely communication and professionalism
- Handle scheduling conflicts, delays, and customer concerns with urgency and care
- Ensure customer expectations are met or exceeded on every service call
Performance & Efficiency
- Track key metrics such as job completion rates, technician utilization, and response times
- Identify scheduling gaps and opportunities to improve efficiency
- Support revenue growth by maximizing booked calls and reducing downtime
Requirements
Qualifications & Requirements
- 2 years of dispatching, scheduling, or coordination experience (home services preferred – plumbing/HVAC, ELECTRIC)
- Strong organizational and multitasking skills in a fast-paced environment
- Excellent verbal and written communication skills
- Ability to problem-solve quickly and make decisions under pressure
- Proficiency in dispatching software (Service Titan preferred) or willingness to learn
- Strong customer service mindset with a professional demeanor
- High attention to detail and accuracy
Preferred Experience
- Experience in plumbing or home service industry operations
- Familiarity with service territories, routing logistics, and technician workflows
- Experience managing high call volumes and dynamic scheduling
Critical Success Factors
To succeed in this role, the ideal candidate will demonstrate:
- Efficiency & Urgency: Ability to think quickly and make real-time scheduling decisions
- Communication Excellence: Clear, professional, and proactive communication with all stakeholders
- Organization: Strong ability to manage multiple moving parts without losing detail
- Customer Focus: Commitment to delivering a seamless and positive customer experience
- Adaptability: Thrives in a fast-paced, constantly changing environment
- Accountability: Takes ownership of schedules, outcomes, and performance metrics
- Team Collaboration: Works closely with technicians, CSRs, and leadership to achieve daily goals
Why This Role Matters
The Dispatcher is the heartbeat of the Plumbing Service Department—directly impacting technician productivity, customer satisfaction, and overall revenue. A strong dispatcher ensures the right technician is at the right place at the right time—every time.
Equal Opportunity Employer - AAP/M/F/V/D/SO