Dispatcher

Description

The Role:

As a Dispatcher, you will be the central link between our customers and field technicians. Your role is critical to ensuring a smooth operation by prioritizing calls, matching the right technician to each job, and maintaining proactive communication with customers from start to finish. You will thrive in a fast-paced environment and play a key role in maximizing efficiency, customer satisfaction, and daily revenue goals.

• Competitive Wage: $23.00-$25 per hour + Monthly bonus
• Schedules Available: Tues-Sat 7am-3:30pm
• Weekly pay!
• Great medical benefits, including dental, vision and life insurance for you AND your family.
• Generous 401K Company match.
• Work arrangement: In office
• Start earning PTO immediately.
• 6 Paid holidays.
• On-going technical and sales development training from the best in the business.
• Gain a family! We do a lot more than just work together. You will come to love our company outings; casual environment and you will build life-long friendships.

Job Responsibilities:

• Prioritize incoming service calls based on urgency, location, job type, and technician skill set.
• Assign and dispatch jobs to technicians strategically to ensure maximum productivity and response time.
• Monitor technician statuses throughout the day to adjust schedules as needed for cancellations, delays, or emergencies.
• Complete a minimum of four customer touchpoints per service call (confirmation, ETA update, technician en route, and follow-up or completion).
• Provide timely updates to customers regarding technician ETAs, delays, or job status changes.
• Maintain professionalism and empathy in all customer interactions to ensure high customer satisfaction.
• Accurately update job statuses and technician notes in the dispatch software or CRM.
• Monitor job board and technician capacity in real time to ensure all scheduled work is completed within the designated timeframes.
• Communicate any potential issues or escalations to supervisors promptly.

Requirements

• At least 1 year experience in dispatching, logistics or similar field. Home services industry knowledge is preferred.
• Excellent decision-making and problem-solving skills under pressure.
• Strong multitasking ability with exceptional attention to detail.
• Tech-savvy with the ability to learn and navigate dispatching software quickly.
• Strong written and verbal communication skills.
• Customer-first mindset with a focus on delivering a high-quality experience.

South West Plumbing is an equal opportunity employer. All applicants will be considered without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, veteran status, physical or mental disability, marital status, and other protected groups or activities, in compliance with all applicable federal and state laws.