Dispatcher

At Trust 1 Heating, Cooling, Plumbing, we’re more than just a home services company—we’re a family that works hard, supports one another, and celebrates wins together. Right now, we’re on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations.

If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you!

Compensation: $60,000 - $75,000 yearly

Qualifications

• What We’re Looking For:
• Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred)
• Strong working knowledge of ServiceTitan (preferred)
• Exceptional multitasking and prioritization skills
• Calm, confident communicator — especially under pressure
• Detail-oriented with high accountability
• Comfortable holding technicians and processes to standard
• Forward-thinking mindset (you don’t just react — you plan)
  
  

Responsibilities

• Daily Dispatch & Schedule Management
• Own the ServiceTitan dispatch board from open to close
• Assign and adjust jobs based on:
• Technician skill set
• Job priority (including P5 emergencies)
• Location and efficiency
• Reassign jobs in real time to prevent:
• Technician idle time
• Missed arrival windows
• Customer dissatisfaction
• Monitor weather, traffic, and call volume to proactively adjust schedules
• Customer Communication & Experience
• Proactively notify customers of delays before arrival windows are missed
• Send and manage ETAs, confirmations, and updates via text and phone
• Handle emergency and same-day requests with urgency and professionalism
• Ensure next-day job confirmations are completed via automated texts and outbound calls
• Technician Coordination & Accountability
• Confirm technician availability daily and manage call-outs
• Maintain consistent communication with techs for:
• ETAs
• Job progress
• Schedule changes
• Ensure technicians complete:
• Debriefs
• Job notes
• Required documentation
• Confirm all techs have a confirmed first call each morning
• Materials, Parts & Inventory Oversight
• Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible
• When technicians need to visit a supply house:
• Create and document Purchase Orders (POs) as required
• Ensure proper job and cost allocation
• Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.)
• Identify repeat issues and communicate trends to management for process improvement
• Review materials used on every job at closeout to ensure:
• Accuracy
• Proper job costing
• Alignment with work performed
• Flag discrepancies, missing materials, or potential errors before invoices are finalized
• Job Closeout, Documentation & Financial Accuracy
• Ensure all jobs are:
• Properly debriefed
• Closed out same day
• Fully documented in ServiceTitan
• Maintain clear, pinned notes for critical job updates
• Review invoices for completeness and accuracy
• Batch completed invoices daily for bookkeeping
• Track follow-ups, reschedules, and open tasks to completion
• Forward Planning & Operational Readiness
• Review schedules for:
• Tomorrow
• The following two days
• Priority-tag jobs and identify opportunities to:
• Pull high-priority work forward
• Prevent cancellations
• Coordinate closely with:
• CSRs
• Service Managers
• Install Managers
• Support installation coordination to ensure smooth, delay-free installations
• Reporting & Performance Visibility
• Send end-of-day summaries to leadership highlighting:
• Wins
• Issues
• Opportunities
• Maintain strong performance against dispatch KPIs (outlined below)
• Key Performance Indicators (KPIs)
• Success in this role is measured by:
• Dispatch Board Optimization & Overall Efficiency
• Customer Notification Timeliness
• Job Reassignment Efficiency
• Job Closeout & Debrief Compliance
• Invoice Batching Completion Rate
• ServiceTitan Documentation Accuracy
• Future Schedule Readiness (Next 2 Days)
• Job Confirmation Completion Rate