Residential Dispatcher

Magnolia Plumbing • Washington, DC

5d

About The Position

Magnolia Plumbing, Heating & Cooling is seeking a highly organized and detail-oriented Residential Dispatcher to join its growing Residential Services team. The dispatcher coordinates daily residential HVAC and plumbing service operations, supports field technicians, manages schedules, and helps ensure an exceptional customer experience. The role requires dependability, professionalism, and comfort working in a fast-paced environment where priorities may change throughout the day.

Requirements

• Prior dispatch experience is required.
• Strong organizational, multitasking, and time-management skills.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to think quickly and make scheduling adjustments in a fast-paced environment.
• Strong attention to detail and follow-through.
• Proficiency with email, Microsoft Office, and basic computer systems.
• Ability to manage multiple schedules, service requests, and competing priorities.
• Ability to work independently while collaborating with office staff, technicians, and management.
• Dependable, professional, and team-oriented attitude.
• Willingness to learn company procedures and develop within the Residential Services department.
• Must pass a pre-employment background check and drug screening.

Nice To Haves

• HVAC, plumbing, or home services industry experience.
• Experience using ServiceTitan or similar dispatch and service management software.

Responsibilities

• Schedule and dispatch residential plumbing and HVAC service calls efficiently.
• Coordinate daily technician schedules based on availability, skillset, location, and customer needs.
• Monitor technician locations, job progress, and appointment statuses using ServiceTitan.
• Communicate with customers to confirm appointments, provide estimated arrival times, and address scheduling concerns.
• Adjust schedules in real time for emergency calls, urgent service requests, cancellations, delays, and other unexpected changes.
• Ensure technicians receive accurate job details, customer information, service history, and necessary work order documentation.
• Prioritize service calls based on urgency, technician qualifications, geographic location, and business needs.
• Coordinate technician and apprentice assignments for daily and upcoming shifts.
• Confirm customer appointments for the following business day.
• Send daily technician availability for evening and next-day shifts at the close of business.
• Monitor open service calls and follow up every three days on calls that are waiting, parts pending, or in return status.
• Review, process, update, and close completed service tickets accurately in ServiceTitan.
• Assist with work order entry, job documentation, and follow-up communication.
• Monitor and respond to emails throughout the business day.
• Pull permits when required for scheduled work.
• Issue purchase orders as needed.
• Communicate scheduling changes and service updates to technicians, customers, office staff, and management.
• Identify scheduling conflicts and work proactively to prevent unnecessary delays or missed appointments.
• Maintain accurate scheduling records, customer information, and service documentation.
• Assist with improving dispatch procedures, workflow efficiency, and customer satisfaction.
• Maintain professionalism and provide excellent customer service in interactions with customers and team members.

Benefits

• Medical benefits starting the first of the month.
• Company-paid life insurance.
• Company-paid long-term disability.
• Company contributions to a 401(k) and HSA.
• Company-paid Employee Assistance Program (EAP) and mental health coverage.
• Paid time off (PTO) available from day one.
• Opportunities for career advancement and professional development.
• Empowered environment in which employees are trusted to own their work.
• Collaborative and team-oriented workplace culture.
• Stable, established company with over 75 years of industry experience.

What This Job Offers

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