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 2-3 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 2-3 days in advance
• Travel time goal of 15 minutes (¼ hour) between service calls where geographically feasible

Required Skills and Experience

• 2-3 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.