Coordinator

Gem Plumbing & Heating • Smithfield, RI

10d • $25 - $27 • Onsite

About The Position

The Dispatcher/ Coordinator 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed