Dispatcher (Hourly) – 3+ Years Experience Required

Tennessee Standard Plumbing•Knoxville, TN

1d•$20 - $24

About The Position

Dispatchers play a critical role in our call center’s day-to-day operations. They serve as the central communication hub for the service department, efficiently coordinating and dispatching service technicians to ensure our clients receive service in a timely and effective manner. Good dispatchers will prioritize and assign jobs based on urgency and proximity while handling incoming calls and requests with professionalism, troubleshooting logistical challenges, and keeping accurate records in Service Titan (our CRM). They are reliable, quick thinkers who thrive under pressure, possess excellent verbal and written communication skills, and maintain a client-focused mindset. If you excel at problem-solving on the fly and enjoy the challenge of keeping operations running smoothly, we want to hear from you!

Requirements

3 years of experience in a dispatching role required.
Competence with CRM systems.
Competence with phone systems and working in call center environment.
Excellent problem-solving skills.
Ability to make quick decisions under pressure.
Highly organized with excellent follow-through skills.
Strong communication skills, both verbal and written.
Engaging positive attitude that loves to serve and thrives in a fast-paced goal-driven environment.
Maintains control of the call.
Displays confidence.
Ability to build trust and show empathy with clients.
Self-motivated for personal development.

Nice To Haves

Dispatcher experience specifically in a home services setting is a plus.
Experience specifically with Service Titan is a huge plus.
Bilingual or multilingual skills are a plus but not required.

Responsibilities

Coordinate and dispatch service tech plumbers to ensure timely and efficient service for our clients.
Receive incoming calls from clients and prioritize service needs.
Monitor real-time location and status of vehicles.
Use our “Right Tech Right Call” protocol to assign jobs, routes, or trips to the most appropriate driver or technician based on location, availability, and skillset.
Communicate clearly with techs and managers via phone, text, and Service Titan.
Provide clients with accurate ETAs (Estimated Time of Arrival) and updates on service status.
Troubleshoot and resolve scheduling conflicts, delays, or emergencies as they arise.
Maintain detailed records of all dispatches, communications, and service activities in Service Titan.
Monitor traffic conditions, weather, and road closures that may impact operations.
Ensure compliance with company policies, safety regulations, and DOT (Department of Transportation) requirements (when applicable).
Handle urgent or escalated situations, including breakdowns, accidents, or service failures.
Collaborate with the Install Coordinator for larger plumbing jobs.
Attend and participate in company training meetings and skill practice sessions.
Assist with other call center duties as needed.
Show attentiveness and promptly respond to client needs while working On Call.