What are the responsibilities and job description for the Dispatcher position at Tonys Plumbing Heating & Air LP?
About Us
Tony’s Plumbing, Heating, and Air is looking for a motivated and detail-oriented Dispatcher to join our growing team! You thrive on mastering your craft and know that good enough isn’t the goal, exceptional is. You follow through, earn the win, and take accountability for getting things done right. You’re gritty when challenges arise, adaptable when priorities shift, and a strong communicator who collaborates with the team to leave things better than you found them.
We are a highly technology-driven organization that values innovation, efficiency, and continuous process improvement. Our team embraces new software, automation tools, and evolving technologies to streamline workflows and maximize impact. We operate with a lean, agile team structure, so adaptability, resourcefulness, and comfort working in fast-paced environments are essential.
Since 1994, Tony’s Plumbing, Heating, and Air has built a reputation for doing things the right way, standing by our work, supporting our team, and delivering an outstanding customer experience. We ask a lot of our people, but we also invest in them. Our team is built on trust, accountability, and a shared commitment to excellence, creating an environment that is professional, growth-minded, and genuinely supportive.
Benefits:
- Full benefits package including Medical, Dental, Vision.
- Life Insurance, company sponsored $25,000 plan.
- A 401(k) with 4% matching to help you plan for the future.
- Paid Time Off and Paid Holidays starting Day 1 so you can recharge and reset!
- Amazing team environment and culture!
- Opportunities to grow and expand your role.
About the Role
The Dispatcher plays a critical role in keeping daily home services running smoothly and efficiently. This position is responsible for scheduling and dispatching service technicians, managing the daily dispatch board, and serving as the primary communication link between customers, field technicians, and the office.
You’ll ensure appointments are booked accurately, technicians are supported throughout the day, customers receive timely updates, and all calls are properly closed out with detailed notes and correct coding – because accurate post-call documentation is essential to operational success.What You’ll Do
Build, manage, and optimize the daily dispatch board to maximize efficiency, response time, and profitability.
Dispatch service technicians based on skill set, location, priority, and availability.
Maintain consistent communication with technicians through wrap-up calls and real time updates.
Convert approved estimates and follow-ups into booked appointments.
Answer inbound calls professionally using approved call scripts with an authentic, customer-focused tone.
Establish rapport with customers and set clear service expectations.
Provide customers with timely updates regarding arrival times, delays, or schedule changes.
Reschedule incomplete or postponed calls as needed.
Coordinate follow-up visits and required corrections.
Ensure all invoices, service forms, and documentation are completed accurately and on time.
Maintain and update customer records in the CRM with complete and accurate information.
Assist with job costing and administrative support as needed.
Service as backup to the Project Coordinator when required.
Support technicians for success on every call in collaboration with leadership.
Follow company procedures for resolving customer concerns quickly and professionally.
Participate in ongoing training and on-the-job development.
Perform other duties as assigned.
Dispatcher Expectations
You’ll be a key operational partner to the Service Manager.
You’ll help drive an outstanding customer experience from start to finish.
You’ll manage a high volume of calls, schedules, and technician communications daily.
You’ll ensure every call is properly documented, coded, and closed out.
You’ll use dispatching and CRM software to keep schedules accurate and current.
You’ll collaborate closely with customer experience specialists, technicians, and office staff.
Dispatcher Experience & Qualifications
We’re flexible on years of experience and value talent, curiosity, and accountability. If this sounds like you but you don’t meet every requirement, please apply – there’s a good chance you’re more wonderful than you think you are.
1 year of customer service, call center, or administrative experience.
Experience with scheduling, dispatching, or coordination preferred.
Strong verbal and written communication skills.
Comfortable using dispatching or CRM software (ServiceTitan preferred).
Proficient with Google Suite or Microsoft Office.
Adequate typing speed and strong data entry skills.
Ability to manage multiple priorities and deadlines.
Natural problem-solver with strong attention to detail.
Able to work independently and as part of a team.
Basic understanding of home services or construction environments preferred.
Schedule:
Monday through Friday, 7:00 AM - 4:00 PM
Occasional evening or weekend availability during peak service periods or emergencies. This position is not eligible for remote or hybrid work.
Pay rate: $21-24 per hour based on experience
How To Apply:
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Include your resume
Equal Opportunity Employer
Tony’s Plumbing, Heating, and Air is an Equal Opportunity Employer and values diversity. All employment decisions are based on qualifications, merit, and business needs without regard to legally protected characteristics.
Salary : $21 - $24