Senior Service Dispatcher

Harris•Shreveport, LA

7d•$48,334 - $72,500•Onsite

About The Position

The Service Dispatcher coordinates and dispatches service technicians for a mechanical and plumbing company, serving as a key link between customers, field technicians, service managers, and the office. The role ensures service calls are scheduled efficiently, emergencies are prioritized, and customers receive timely communication. The ideal candidate is organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment while maintaining an accurate daily schedule. The position is primarily office-based and requires frequent communication by telephone, email, and service management software. The work environment has changing priorities and occasional urgent service requests. Management establishes the standard schedule; occasional overtime, schedule flexibility, or participation in an after-hours dispatch rotation may be required, depending on company needs. Harris describes itself as a leading national mechanical contractor offering the stability, resources, and opportunities of a national company alongside the team culture, creative spirit, and customer loyalty of a local business. It handles projects of varying sizes and complexity from multiple regional locations across the country.

Requirements

High school diploma or equivalent required.
Ability to work collaboratively with office staff, field technicians, and management.
Ability to maintain an accurate and organized schedule, respond promptly, prioritize urgent calls, communicate schedule changes, and maintain complete work order documentation.

Nice To Haves

Previous dispatching, scheduling, customer service, or administrative experience preferred.
Experience in plumbing, HVAC, mechanical contracting, facilities maintenance, or a similar service industry is a plus.
Familiarity with service management software, dispatch systems, Microsoft Outlook, Excel, and other office applications preferred.

Responsibilities

Schedule and dispatch plumbing and mechanical service technicians based on availability, skill set, location, and urgency.
Coordinate daily schedules for service calls, emergencies, callbacks, preventative maintenance visits, and follow-up appointments.
Monitor technician locations, job progress, and estimated completion times; adjust schedules for urgent calls, delays, cancellations, and changing customer priorities.
Communicate job assignments, customer information, scope of work, and special instructions to technicians.
Coordinate after-hours and emergency service requests according to company procedures.
Answer incoming service calls, emails, and customer inquiries professionally and promptly.
Gather accurate information about service issues, equipment, site conditions, and customer needs.
Communicate appointment windows, technician arrival times, scheduling changes, and service updates to customers.
Maintain positive customer relationships through dependable service and clear communication; escalate complaints, urgent issues, and service concerns to the appropriate manager.
Create, update, and maintain service work orders in dispatching or service management software, ensuring accurate customer, location, problem, equipment, and service details.
Track work orders from dispatch through completion and follow up with technicians for updates, completion notes, labor hours, materials used, and recommendations for additional work.
Coordinate return trips, parts availability, subcontractors, and additional technician support as needed.
Assist in reviewing completed work orders for accuracy and completeness before invoicing.
Work with service managers, technicians, project managers, warehouse personnel, and accounting staff.
Support technician productivity by minimizing unnecessary travel, scheduling conflicts, and downtime; identify scheduling issues and communicate workload concerns to management.
Assist with preventative maintenance scheduling, customer follow-ups, and service agreement coordination.
Maintain accurate records and protect confidential customer and company information.
Maintain an organized daily dispatch schedule, respond promptly to customer and internal communications, prioritize emergency calls, keep technicians and customers informed, document work orders accurately, support service department productivity, and provide a professional customer experience through job completion.