Service Dispatcher

Service Dispatcher

The Service Dispatcher is responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance.

Essential Job Functions

• Dispatch Service Technicians one call at a time using effective routing and scheduling practices
• Debrief technicians after each service call to capture updates, job status, and follow-up needs
• Debrief on-call technician each morning regarding overnight calls and outstanding issues
• Contact customers prior to dispatch to confirm availability
• Notify customers when technicians are running outside the scheduled time window or when rescheduling is required
• Respond to all overnight messages and customer emails in a timely manner
• Schedule and coordinate demand service calls as they are received
• Perform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriate
• Create and update work orders as service calls are received
• Maintain and manage the dispatch board, reviewing schedules 23 days in advance
• Finalize and detail the following day's service schedule by 3:30 PM
• Notify warehouse staff of cancelled calls when parts have already been ordered
• Ensure required parts have been ordered for scheduled work (verification, not purchasing)
• Contact customers with "parts pending" status once parts arrive to schedule return visits
• Support positive customer experience by addressing and resolving low-level customer concerns
• Optimize technician routes to improve efficiency and support dispatching for profitability
• Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)
• Maintain and update the on-call schedule, including primary and standby technicians
• Maintain accurate customer history records to support efficient future service
• Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives
• Collaborate with the coordination team and department manager to support departmental goals
• Perform other related duties as assigned

Key Performance Indicators (KPIs)

The following metrics will be used to evaluate effectiveness in the Service Dispatcher role:

• Number of customer complaints or compliments related to scheduling and communication
• Number of return trips or callbacks resulting from scheduling inefficiencies
• Accuracy and completeness of customer history files Number of customer no-shows
• Proactive dispatch board management, including maintaining schedules 23 days in advance
• Travel time goal of 15 minutes ( hour) between service calls where geographically feasible

Required Skills and Experience

• 23 years of dispatching, scheduling, or service coordination experience preferred
• Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred
• Strong organizational and multitasking skills in a fast-paced environment
• Excellent communication skills with the ability to interact professionally with customers, technicians, and management
• Ability to make real-time decisions and adjust schedules based on changing priorities
• Customer service mindset with the ability to handle challenging situations calmly and professionally
• Proficiency with dispatching or service management software (ServiceTitan or similar preferred)
• Working knowledge of routing, scheduling efficiency, and technician productivity metrics
• Strong attention to detail and accuracy in data entry and recordkeeping

Working Conditions Environment

• This position operates primarily in an office environment
• Regular use of computers, phones, and dispatching software systems Fast-paced setting requiring frequent communication and multitasking
• May require occasional early morning, evening, weekend, and rotating weekend coverage based on business and on-call scheduling needs

Physical Abilities

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor
• Ability to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart device
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
• May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing
• Carrying supplies, up to 25 lbs.

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