Dispatcher - Home Services

Job Title: Dispatcher

Department: Operations

Reports To: Operations Manager

Employment Type: Full-Time

Job Summary

The Dispatcher supports daily operations by efficiently scheduling and dispatching technicians to service calls. This role requires strong critical thinking skills to ensure the right technician is assigned to the right job while maintaining productivity and a high level of customer satisfaction.

Essential Duties and Responsibilities

• Dispatch service calls to maximize scheduling efficiency without compromising client experience.
• Manage the dispatch board to keep technicians productive and revenue-generating.
• Proactively compress schedules and adjust assignments to maximize efficiency.
• Communicate promptly with clients if a technician will not arrive within the scheduled time window and reschedule as needed.
• Coordinate with Purchasing and Warehouse to ensure timely delivery of parts to technicians.
• Adhere strictly to the company's Priority Service Schedule to assign the appropriate technician to each call.
• Share responsibility for ensuring technicians arrive at all appointments on time.
• Debrief technicians after each service call and ensure payment is collected upon job completion.
• Follow all company policies, including the Code of Ethics, Team Rules, and Team Philosophy.

Minimum Qualifications

• High school diploma or GED required; Associate degree preferred.
• Self-starter who is reliable and flexible with work hours.
• Strong customer service and communication skills (written and verbal).
• Professional demeanor with excellent interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Strong critical thinking and English composition skills.
• Professional telephone etiquette and working knowledge of email systems.
• Ability to develop tools or processes that improve departmental efficiency.
• Bilingual skills are a plus but not required.

Benefits (Full-Time)

• Employer-paid health, dental, and vision insurance
• 401(k) retirement plan with employer contribution
• Employer-paid short-term disability and life insurance
• Paid Time Off (PTO) and paid vacation
• Ongoing training and development opportunities

Physical Demands

• Ability to lift 15–20 pounds as needed.
• Ability to work more than 40 hours per week and up to 12 hours per day when if requested.

Work Environment

• Office-based service center with moderate noise levels.
• Frequent use of computers, headsets, and standard office equipment.
• Extended periods of sitting and working at a computer.
• Business casual dress code.