Dispatcher

Adams, Inc.•Elkhorn, WI

5d•Onsite

About The Position

Adams, Inc. is seeking an experienced Dispatcher to join their on-site team in Elkhorn, WI. This role is crucial for coordinating and managing daily technician schedules, ensuring efficient operations and excellent customer service in residential, commercial, and smart home electrical services, plumbing, HVAC, and home backup power systems. The Dispatcher will communicate with customers and field staff, resolve scheduling issues, monitor technician check-ins, and support Customer Service Representatives (CSRs). Responsibilities also include overseeing purchase orders, return visits, membership maintenance, and assisting with overflow calls.

Requirements

High school diploma or equivalent.
Previous experience in a dispatching or scheduling role, preferably within HVAC, plumbing, electrical, or related industries.
Strong organizational and multitasking abilities.
Excellent communication and interpersonal skills.
Proficiency with dispatching software (ServiceTitan preferred) and Microsoft Office Suite.
Ability to work effectively under pressure in a fast-paced environment.
A positive, team-oriented attitude with a commitment to exceptional customer service.
PC proficiency is required, with experience in Microsoft Office applications including Word, Excel and Outlook.

Responsibilities

Schedule and dispatch service technicians to customer locations based on priority, location, and technician availability.
Route technicians efficiently to minimize travel time and maximize productivity.
Adjust schedules in ServiceTitan for time-off requests, changes, on-call or urgent needs.
Ensure technicians are arriving within scheduled arrival windows to proactively update customers on job status, including delays, early arrivals, or reschedules.
Communicate with technicians throughout the day to provide updates, job details, and resolve issues.
Ensure required job materials are prepared and available prior to scheduling; create and monitor purchase orders as needed.
Schedule return visits promptly and pre-schedule maintenance visits for membership customers.
Manage and maintain the on-call schedule for technicians.
Review completed jobs for accuracy, ensuring job details and customer notes are properly documented in ServiceTitan.
Answer CSR questions regarding scheduling conflicts, afterhours options, and other scheduling-related issues.
Assist with overflow calls from the CSR queue when necessary.
Other duties as assigned and relevant to the Service Support Team, which may include project support.