Dispatcher

Victory Plumbing Savannah GA•Savannah, GA

11d•Onsite

About The Position

Victory Plumbing is seeking a highly organized, customer-focused Dispatcher to coordinate customers, service technicians, office staff, and company leadership. The role owns the daily dispatch board and customer experience from the initial service request through job completion and closeout. The Dispatcher schedules service requests, provides technicians with accurate job information, keeps customers informed, and ensures work orders are complete and properly documented. Success requires initiative, sound judgment, urgency, attention to detail, and the ability to remain composed while managing multiple priorities in a fast-paced service environment. The role also supports administrative work and continuous improvement of scheduling, customer communication, and service processes. Work is primarily performed in a professional office environment with frequent telephone, computer, and ServiceTitan use.

Requirements

High school diploma or equivalent.
Previous customer-service, dispatch, scheduling, call-center, or administrative experience.
Strong verbal and written communication skills.
Strong computer and data-entry skills, including the ability to enter information accurately while speaking with customers by telephone.
Ability to manage multiple priorities in a fast-paced environment and handle frequent interruptions.
Ability to work independently and exercise appropriate judgment.
Ability to maintain confidential information.
Ability to work the schedule required for the position and maintain dependable attendance.
Exceptional customer-service and relationship-building skills, including a professional, friendly, confident, and empathetic telephone presence.
Strong organizational, prioritization, time-management, problem-solving, critical-thinking, and decision-making skills.
Ability to coordinate multiple technicians and appointments, anticipate scheduling conflicts, and follow issues through to resolution.
Ability to remain calm, respectful, and solution-focused during high call volume, emergencies, schedule disruptions, and challenging customer interactions.
Ability to collaborate with office staff, technicians, managers, and company leadership and follow established policies and management instructions.
Ability to learn new software and technology quickly and maintain accurate customer records, schedules, and work orders.
Dependable attendance and punctuality.
Successful completion of a pre-employment drug screening; a background check may be required. Continued employment may be subject to random or reasonable-suspicion drug testing in accordance with company policy and applicable law.

Nice To Haves

Two or more years of dispatching, scheduling, or customer-service experience.
Experience in plumbing, HVAC, electrical, home services, construction, or another field-service environment.
ServiceTitan experience, which is strongly preferred.
Familiarity with plumbing terminology and common residential and commercial service needs.
Experience reviewing work orders, technician documentation, invoices, or customer-service records.
Experience using scheduling, dispatch, field-service, or customer-management software.
Strong computer proficiency with Microsoft Office and cloud-based applications.

Responsibilities

Own and manage the daily dispatch board, plan for the coming week, and keep management informed of significant scheduling and operational issues.
Manage the customer experience from the initial service request through job completion and follow-up, including answering calls, gathering information, scheduling appointments, providing updates, addressing concerns, and requesting reviews and referrals.
Dispatch technicians based on priority, location, availability, skill level, workload, and customer needs; monitor job progress and adjust schedules as circumstances change.
Coordinate emergency and same-day service requests, communicate schedule changes, and help maximize technician utilization while maintaining realistic appointment expectations.
Provide technicians with complete and accurate customer and job information, monitor acknowledgments and progress, and coordinate callbacks, warranty work, return trips, and rescheduled appointments.
Review work orders for completeness, obtain missing documentation, assist with invoice preparation and closeout, and maintain accurate records and job histories in ServiceTitan.
Document significant customer communications and commitments, and avoid unauthorized promises about pricing, arrival times, job completion, or warranties.
Maintain customer records, assist with electronic document management, prepare reports as requested, support office operations, and assist with invoice and payment-related administrative tasks.
Protect confidential customer, employee, financial, and company information.
Identify recurring scheduling and workflow problems, recommend practical improvements, assist with Standard Operating Procedures, and participate in meetings, training, coaching, and professional-development activities.
Follow company policies and procedures, accept feedback, and support the team when business needs require assistance.