Dispatcher
About The Position
The Dispatcher manages service requests, dispatches technicians, and maintains communication with customers to support efficient service delivery and strong customer satisfaction. The role receives requests across one or more service lines, gathers and records job details, schedules technicians according to availability, skills, and location, and monitors schedules and job progress. It also keeps customers and technicians informed, maintains accurate service records, helps coordinate parts and supplies with the warehouse team, and handles customer questions and complaints. The Dispatcher collaborates with the service manager and other team members, keeps current on company services, pricing, and policies, and serves as a secondary customer service representative when needed. Paradise Plumbing & Air Conditioning provides plumbing, HVAC, and indoor air services to homes and businesses across South Florida. The company describes its team as focused on five-star service, integrity, and lasting relationships, and states that employee growth is a priority.
Requirements
- Proficient computer skills, including experience with service dispatch software, CRM systems, and Microsoft Office Suite.
- Ability to remain calm and composed in high-pressure situations and demonstrate problem-solving and sound decision-making.
- Strong attention to detail and accuracy in data entry and documentation.
- Flexibility to adapt to changing priorities and work schedules, including evenings and weekends if required.
- Knowledge of local geography to schedule technicians according to service locations.
- Ability to work collaboratively in a team environment and promote a positive, supportive work culture.
- High school diploma or equivalent.
- Customer-service focus and excellent communication and relationship-building skills.
- Strong problem-solving and conflict-resolution abilities.
- Highly organized, able to act quickly while maintaining attention to detail.
- High level of integrity and commitment to a high standard of work.
Nice To Haves
- Familiarity with HVAC, plumbing, or electrical terminology and concepts.
Responsibilities
- Receive service requests by phone, email, or online portal and provide professional customer service.
- Gather and document accurate details about customers’ service needs.
- Schedule and dispatch technicians based on availability, skills, and proximity.
- Communicate technician arrival times, delays, changes, and service updates to customers.
- Monitor technician schedules and progress to support efficient resource use and prompt completion of service jobs.
- Prioritize service requests based on urgency, customer preferences, technician availability, and business objectives.
- Provide technicians with customer information, service requirements, and special instructions.
- Track and update service job statuses and maintain accurate, organized records in the system.
- Assist with inventory management and coordinate with the warehouse team to maintain adequate parts and supplies.
- Respond promptly and professionally to customer inquiries, concerns, and complaints, resolving issues to maintain customer satisfaction.
- Collaborate with the service manager, technicians, and other team members to address operational challenges and support efficient service delivery.
- Maintain knowledge of company services, pricing, and policies to answer customer inquiries accurately.
- Serve as a secondary customer service representative when necessary.
Benefits
- Full medical, dental, and vision packages, including fully employer-paid options.
- 401(k) with company match.
- Ongoing training tied to career opportunities.
- Continuous education stipends.
- Performance pay tied directly to results.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
