Dispatch/Scheduler

DRF Water Heating Solutions•Plainfield, NJ

5d•Onsite

About The Position

Keep the Day Moving: Coordinate Technicians, Solve Problems & Deliver Exceptional Service! DRF Water Solutions is seeking a highly organized and customer-focused Dispatcher/Scheduler to support daily installation operations. In this full-time role, you will coordinate technician schedules, manage real-time dispatching activities, communicate with customers, and help ensure jobs are completed efficiently and on time. If you thrive in a fast-paced environment, enjoy problem-solving, and can effectively balance customer needs with operational priorities, we want to hear from you.

Requirements

High school diploma or equivalent required.
Experience in dispatching, scheduling, customer service, call center, or administrative roles.
Strong communication and customer service skills.
Excellent multitasking, organizational, and problem-solving abilities.
Ability to work effectively in a fast-paced environment.
Strong attention to detail and documentation accuracy.
Comfortable using CRM, scheduling, and dispatch software.
Ability to remain calm and professional under pressure.
Team-oriented with the ability to work independently.

Nice To Haves

Experience in plumbing, HVAC, home services, or field service operations is a plus.

Responsibilities

Route and dispatch technicians based on location, availability, and business priorities.
Monitor schedules throughout the day and adjust for delays, cancellations, and urgent requests.
Coordinate with technicians, subcontractors, retail partners, and internal teams to ensure smooth operations.
Ensure all job details, permits, and required materials are in place before installation appointments.
Troubleshoot scheduling conflicts and operational issues in real time.
Handle inbound and outbound customer communications via phone, email, chat, and text.
Confirm appointments, communicate arrival windows, and provide schedule updates.
Set clear expectations throughout the installation process.
Resolve customer concerns professionally and efficiently.
Maintain accurate customer records in CRM and dispatch systems.
Verify installation documentation, permits, photos, invoices, and related records.
Process customer payments and update accounts as needed.
Support post-installation follow-up and documentation requirements.