What are the responsibilities and job description for the Service Dispatcher & Scheduler (Residential Plumbing and HVAC) position at Whiteley Plumbing?
Service Dispatcher & Scheduler (Residential Plumbing & HVAC)
***This is a full-time onsite role. Please do not apply if you're not able to reliably commute to our Chatham, MA office 5 days per week**
We are seeking an organized, customer-focused Service Dispatcher to coordinate daily operations for our residential plumbing and HVAC service team. This role serves as the primary point of contact between customers and field technicians, ensuring efficient scheduling, clear communication, and excellent customer service throughout the service process.
The ideal candidate thrives in a fast-paced environment, communicates effectively, and can manage multiple priorities while maintaining accuracy and professionalism.
Key Responsibilities
Customer Interaction
· The primary responsibility of the Service Dispatcher role is to manage day-of service schedule to minimize potential issues and establish clear lines of communication
- Answer inbound calls, emails, and messages from residential customers
- Schedule service appointments for plumbing and HVAC calls
- Gather accurate job details, service history, and customer information
- Proactively communicate arrival times, delays, and updates to customers
- Resolve scheduling conflicts and handle customer concerns professionally
Dispatch & Scheduling
- Dispatch plumbing and HVAC technicians based on skill set, availability, and location
- Optimize daily routes and schedules to maximize efficiency
- Monitor technician progress throughout the day and adjust schedules as needed
- Coordinate emergency and same-day service calls
Technician Support
- Serve as the communication link between technicians and customers
- Provide technicians with job details, customer notes, and updates
- Track technician status (en route, on site, completed, delayed)
- Assist with job documentation, work orders, and follow-up needs
Qualifications & Skills
- High school diploma or equivalent (additional education a plus)
- Previous dispatch, customer service, or call center experience preferred
- Experience in plumbing, HVAC, or home services strongly preferred
- Strong communication and interpersonal skills
- Excellent organizational and multitasking abilities
- Ability to remain calm and professional under pressure
- Proficiency with computers, phones, and scheduling software
- Strong attention to detail and time management skills
- Salesforce experience considered a plus
Work Environment & Expectations
· This is a full-time, in-office position
- Fast-paced, high-volume service environment
- Frequent phone and computer use
- Requires flexibility with scheduling, including occasional overtime or weekends (if applicable)
- Must be dependable, punctual, and team-oriented
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Work Location: In person
Salary : $25 - $30