2nd Shift Dispatcher

Gem Plumbing & Heating•Lincoln, RI

3d•Onsite

About The Position

The Service Dispatcher is responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance.

Requirements

2–3 years of dispatching, scheduling, or service coordination experience preferred
Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred
Strong organizational and multitasking skills in a fast-paced environment
Excellent communication skills with the ability to interact professionally with customers, technicians, and management
Ability to make real-time decisions and adjust schedules based on changing priorities
Customer service mindset with the ability to handle challenging situations calmly and professionally
Proficiency with dispatching or service management software (ServiceTitan or similar preferred)
Working knowledge of routing, scheduling efficiency, and technician productivity metrics
Strong attention to detail and accuracy in data entry and recordkeeping

Responsibilities

Dispatch Service Technicians one call at a time using effective routing and scheduling practices
Debrief technicians after each service call to capture updates, job status, and follow-up needs
Debrief on-call technician each morning regarding overnight calls and outstanding issues
Contact customers prior to dispatch to confirm availability
Notify customers when technicians are running outside the scheduled time window or when rescheduling is required
Respond to all overnight messages and customer emails in a timely manner
Schedule and coordinate demand service calls as they are received
Perform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriate
Create and update work orders as service calls are received
Maintain and manage the dispatch board, reviewing schedules 2–3 days in advance
Finalize and detail the following day's service schedule by 3:30 PM
Notify warehouse staff of cancelled calls when parts have already been ordered
Ensure required parts have been ordered for scheduled work (verification, not purchasing)
Contact customers with "parts pending" status once parts arrive to schedule return visits
Support positive customer experience by addressing and resolving low-level customer concerns
Optimize technician routes to improve efficiency and support dispatching for profitability
Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)
Maintain and update the on-call schedule, including primary and standby technicians
Maintain accurate customer history records to support efficient future service
Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives
Collaborate with the coordination team and department manager to support departmental goals
Perform other related duties as assigned