Weekend Dispatcher

Brothers Plumbing Heating & Electric • Quinte West, ON

13d • $50,000 - $75,000 • Onsite

About The Position

At Brothers Plumbing, Heating & Electric, our Dispatchers play a critical role in creating an exceptional experience for both our clients and our service team. This position is responsible for coordinating and routing service technicians, managing the daily service schedule, and communicating with clients to help ensure we get the right technician to the right call at the right time. A successful Dispatcher is organized, adaptable, confident in making decisions, and able to keep multiple moving pieces on track while maintaining a positive and professional attitude.

Requirements

• High school diploma or GED.
• Previous customer service experience.
• Strong verbal and written communication skills.
• Strong computer and typing skills.
• Ability to comfortably work within multiple computer programs and systems at the same time.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to make timely, sound decisions as circumstances change.
• Adaptable, flexible, and comfortable adjusting priorities throughout the day.
• Positive, team-oriented attitude with a willingness to support others.
• Ability to learn new processes and technology quickly.

Nice To Haves

• Previous dispatching, scheduling, or call center experience.
• Previous experience with ServiceTitan.
• Working knowledge of Microsoft Windows and Outlook.
• Experience working within the plumbing, HVAC, electrical, home services, or similar service industry.

Responsibilities

• Coordinate and dispatch service technicians based on location, availability, skill set, call type, and scheduling priorities.
• Manage and adjust the daily service schedule to maximize efficiency, productivity, and client service.
• Use available mapping and GPS tools to make informed routing and dispatch decisions.
• Communicate schedule changes, delays, and updates with technicians, clients, Customer Service Representatives, and leadership.
• Make quick, thoughtful decisions when priorities or schedules change throughout the day.
• Help maximize opportunities for the service department while keeping the client experience at the center of scheduling decisions.
• Serve as an advocate for the client by clearly communicating their needs, expectations, timing, and concerns to the appropriate team members.
• Communicate professionally and confidently with clients by phone, email, and other communication channels.
• Answer client questions and help them understand service fees, service processes, scheduling expectations, and available payment options.
• Follow company call-handling procedures, scripts, and professional communication standards.
• Complete outbound Happy Check calls using established processes and scripts.
• Respond to and appropriately manage messages received through the service inbox.
• Offer applicable client options and programs as appropriate.
• Accurately enter and maintain client, appointment, and service information within company systems.
• Partner closely with Customer Service, technicians, managers, and other departments to keep communication flowing throughout the day.
• Assist with administrative responsibilities and special projects as needed.
• Follow all company philosophies, policies, procedures, and safety requirements.
• Represent Brothers professionally in every interaction with clients and fellow team members.
• Meet established performance expectations and department standards.

Benefits

• Multiple Schedule Options Available
• 4-Day Workweek: Four 10-hour shifts
• Weekend Schedule: Two 10-hour weekend shifts (7:00 AM–4:30 PM) plus three 6.5-hour shifts during the week
• Alternative Schedule: Two 10-hour shifts, two 8-hour shifts, and one 4-hour shift

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED