Dispatcher

Hoffmann Brothers • Earth City, MO

11d

About The Position

At Hoffmann Brothers, Dispatchers help improve life in every home by supporting customers, employees, and the communities the company serves. Hoffmann Brothers has provided HVAC, plumbing, electrical, and appliance repair for residential and commercial properties in St. Louis and Nashville, Tennessee, for over 40 years. The company emphasizes employee care, career growth, and opportunities for training and advancement.

The Dispatcher coordinates communication between customers and HVAC, electrical, plumbing, and appliance service professionals. This role evaluates and assigns service and maintenance jobs, keeps customers informed of technician progress, and helps maintain an efficient schedule while delivering a high-quality customer experience. The position requires dispatching, scheduling, or related experience, strong communication and organizational skills, attention to detail, and the ability to multitask in a fast-paced environment. Some overtime may be necessary. Dispatchers sign up to work two to three Saturdays per quarter; the stated Saturday shift is 8:30 a.m. to 5:00 p.m.

Requirements

• At least 2 years of experience in dispatching, scheduling, or a related field.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently under pressure in a fast-paced environment with changing priorities and continual interruptions.
• Proficiency with scheduling software and Microsoft Office Suite.
• Strong problem-solving skills.
• Ability to communicate consistently with customers, vendors, coworkers, and others.
• Trustworthiness and a record of accuracy and integrity when handling customer payments or financial transactions.

Nice To Haves

• Experience dispatching technicians, preferably in home field services.
• Knowledge of the HVAC, electrical, plumbing, and appliance industries.
• ServiceTitan experience.

Responsibilities

• Evaluate, assign, and dispatch service and maintenance jobs to field professionals according to job requirements.
• Relay accurate information to technicians and dispatch them appropriately to support high-quality customer experiences.
• Coordinate with service department managers and coordinators to assign and structure first calls for the next day and maximize capacity.
• Audit job instructions for call center coaching, including addresses, HPP data, equipment age and location, technician details, and ladder requirements.
• Prioritize urgent and profitable calls to meet daily revenue and sales goals.
• Respond to customer requests, resolve issues, and promote the company while providing a five-star experience at every point of contact.
• Participate in training to improve sales and ensure quick, accurate dispatching of incoming service calls.
• Update customers during the day about technician progress and reschedule service calls according to company and department guidelines.
• Complete customer updates within assigned time windows and reschedule calls promptly to ensure consistent communication.
• Help move calls up as needed to fill the schedule board.
• Schedule work sold by technicians and coordinate with the warehouse to order materials for sold jobs.
• Make outbound calls as backup support to meet the three-day call board.
• Dispatch field professionals on assigned Saturday shifts.

Benefits

• Discounted health insurance premiums for employees and eligible family members.
• Dental and vision insurance fully covered.
• Competitive 401(k) retirement program, with Hoffmann Brothers contributions of up to 10%.
• 15 paid time off days.
• Nine paid holidays.
• Referral program.
• Employee discounts and friends-and-family discounts.
• Career advancement opportunities, including promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed