What are the responsibilities and job description for the Dispatcher position at Southport Mechanical, LLC?
Dispatcher
Residential Plumbing & HVAC
Company
Southport Plumbing, Heating & Cooling
Location
Wausau, WI. This position is on-site
Reports To
Branch Manager
Division
Residential Plumbing & HVAC
Employment Type
Full-Time, Monday through Friday, 7AM to 3:30PM
Compensation
Competitive hourly wage plus benefits
About the Role
The Dispatcher is the air-traffic controller for our technician teams. You own the call board — building it each morning, managing it through the day, and making real-time adjustments when jobs run long, emergencies come in, or a truck goes down. Your job is to make sure every technician is moving efficiently, every customer knows what to expect, and no slot on the board goes to waste.
This is a fast-paced, logistics-focused role that requires strong judgment, geographic awareness, and the ability to stay calm and decisive when multiple things change at once. You’ll work closely with the Customer Service Representatives who book the calls, the technicians in the field, and the General Manager to keep the day running on plan — or recover quickly when it doesn’t.
What You’ll Do
Board Management
- Build and own the daily call board — assign calls to the right technician based on location, skillset, and job urgency.
- Monitor technician progress in real time throughout the day; proactively identify delays, gaps, and conflicts before they become problems.
- Fill schedule gaps by pulling from the waitlist, rebooking future maintenance visits, or coordinating with the CSR team to capture same-day availability.
- Manage emergency and “can’t-wait” calls as they come in — triage urgency, adjust the board, and communicate changes to affected customers and technicians without losing control of the day.
- Track technician location, job status, and ETA throughout the day using ServiceTitan and direct communication.
Technician Communication
- Serve as the primary point of contact for technicians in the field — dispatch jobs clearly, confirm details, and keep them informed of changes.
- Flag issues — late finishes, parts delays, difficult jobs — early so the General Manager and CSR team can manage customer expectations proactively.
- Coordinate parts runs, helper dispatch, or second-truck needs when a job requires additional resources.
Customer Communication
- Call customers ahead of technician arrival with accurate ETAs and notify them promptly when schedules change.
- Handle customer inquiries about job status, arrival times, and technician whereabouts with confidence and care.
- Escalate customer concerns or complaints to the General Manager when resolution requires authority beyond dispatch.
Operational Support
- Maintain accurate job records, notes, and status updates in ServiceTitan throughout the day.
- Partner with the CSR team at the start and end of each day to align on the board, identify gaps, and hand off outstanding items.
- Support the General Manager with reporting on daily call completion, utilization, and board performance.
- Take on additional responsibilities as needed to support branch operations.
What Makes You a Fit
Required
- 1–2 years of fast paced, quickly changing environment, preferably in a field service or trades environment.
- Strong geographic awareness and ability to build efficient routes and schedules across a service area.
- Calm under pressure — you make smart decisions when three things change at once and the phone is ringing.
- Clear, direct communicator with technicians and customers alike.
- Detail-oriented and organized; nothing falls through the cracks on your board.
- Comfortable working in a fast-paced, real-time environment where the plan changes and you adapt without drama.
- High school diploma or equivalent.
Preferred
- Experience with ServiceTitan or similar field service management software — we’ll train you if not.
- Background in HVAC, plumbing, or home services dispatch.
- Familiarity with capacity planning and technician utilization metrics.
Why Southport
Southport Plumbing, Heating & Cooling is building toward becoming Wisconsin’s most trusted name in residential service and replacement. As a Dispatcher, you’re the steady hand that keeps our technicians productive and our customers taken care of — every day. If you’re a logistics thinker who thrives on ownership and variety, this is the role for you.
Southport Home Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.