Dispatcher/Dispatch Service Representative (DSR)

Hunter Recruitment Advisors•San Antonio, TX

4d•Onsite

About The Position

The Dispatch Service Representative (DSR) plays a critical role in managing the daily field operations of George Plumbing by coordinating technicians, optimizing schedules, maintaining communication with customers, and supporting overall operational efficiency. The DSR is responsible for evaluating incoming calls and work orders, matching the appropriate technician to each job based on skill set and availability, monitoring technician progress throughout the day, and helping maximize schedule efficiency and revenue opportunities while maintaining an exceptional customer experience. This role requires strong organizational skills, urgency, multitasking ability, problem-solving, and professional communication. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, and understands how to balance customer satisfaction, technician efficiency, and company performance.

Requirements

High school diploma or equivalent required.
Strong verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to prioritize and adapt quickly in a fast-paced environment.
Comfortable using dispatching, scheduling, CRM, and phone systems.
Positive attitude with strong problem-solving abilities.

Nice To Haves

Previous dispatching, scheduling, or customer service experience preferred.
Home service industry experience is highly preferred.
Experience with Aptora, CallCap, or similar software is preferred.

Responsibilities

Coordinate and manage the daily technician schedule.
Dispatch technicians based on skill set, availability, location, and job type.
Prioritize urgent and high-value calls appropriately.
Monitor technician progress and adjust schedules throughout the day as needed.
Maintain communication with customers regarding technician arrival times, delays, and scheduling updates.
Ensure work order stages, tags, and statuses remain accurate and current.
Optimize schedules for travel efficiency and productivity.
Assist in maintaining schedule health and board fill goals.
Coordinate scheduling adjustments related to call volume, technician availability, emergencies, or multi-day jobs.
Relay accurate job and customer information to technicians.
Support “Red Alert” scheduling efforts when needed to maintain schedule efficiency.
Work collaboratively with CSRs, technicians, and management to support operational goals.
Participate in training, coaching, and continuous process improvement initiatives.
Maintain professionalism and composure in high-pressure situations.

Benefits

Competitive hourly pay ranging from $25–$28+ per hour based on experience, qualifications, and performance
Performance-based monthly bonus opportunities tied to company and scheduling goals
Year-end bonus opportunities based on company profitability and performance
Annual performance-based pay review and raise opportunities
Overtime opportunities based on business needs
Five (5) paid PTO days annually
Five (5) paid company holidays
One additional paid holiday for the annual company-sponsored fishing trip
Annual all-inclusive company-paid fishing trip
$400 annual wellness allowance
Employer contributions toward health, dental, and vision insurance
Tax-advantaged employee benefit programs
Employer-paid life insurance and short-term disability coverage
Paid parental leave
Bereavement leave
Company-paid training, education, and travel expenses for approved development opportunities
Access to professional coaching, mentorship, and leadership development
Performance-based career advancement opportunities
Stable, year-round employment with a high-growth company
Family-friendly, team-oriented work environment
Membership in Nexstar Network, an industry-leading professional development organization