The Dispatcher is responsible for coordinating service appointments and acting as a key liaison between customers, technicians, and internal departments. This role ensures efficient scheduling, clear communication, and high levels of customer satisfaction by accurately dispatching technicians, responding to customer needs, and resolving scheduling or service issues with professionalism, urgency, and care. Essential Job Functions Dispatch and schedule technicians through ServiceTitan based on availability, skill set, job priority, and location Manage a high volume of inbound and outbound customer calls professionally and efficiently Confirm, reschedule, and maintain future appointments to reduce cancellations and no-shows Monitor technician job progress, route efficiency, and on time performance within ServiceTitan Communicate job details, updates, and changes to technicians in real time Answer customer questions regarding services, timelines, and service processes Troubleshoot basic scheduling and service issues and escalate when necessary Handle customer concerns or complaints with professionalism and care Accurately document all customer interactions, job notes, and updates in ServiceTitan Coordinate with other departments via email or internal messaging to ensure smooth operations Support customer retention by keeping scheduled jobs active and resolving concerns proactively Meet or exceed dispatching and call-handling performance metrics Complete all required company training and compliance courses Perform other duties as assigned within scope of practice. Other job duties as required Education High school diploma or equivalent required Experience Customer service, dispatching, or call-center experience preferred Experience with ServiceTitan or similar field service software strongly preferred Ability to manage multiple tasks in a fast-paced environment Strong communication, organizational, and problem-solving skills Proficiency with computers, multi-line phones, Microsoft Office applications and scheduling software License & Certifications No specific licenses & certifications needed Skills & Abilities The Dispatcher must be able to understand and follow oral and written instructions while communicating clearly and professionally with customers, technicians, and internal teams. This position requires strong problem-solving skills, sound judgment, and the ability to maintain positive working relationships in a fast-paced service environment. Specific skills and abilities include, but are not limited to the following: Proficient in ServiceTitan for scheduling, dispatching, job documentation, and customer communication (or ability to learn quickly) Strong computer skills, including Microsoft Word, Excel, Teams, and Outlook Excellent customer service and phone etiquette skills Effective time-management abilities with the capacity to organize and manage multiple priorities simultaneously Ability to remain calm, focused, and professional during high call volume and urgent scheduling situations Ability to recognize service emergencies and take appropriate action following company procedures Strong analytical and problem-solving skills with attention to detail Ability to adapt quickly to schedule changes, technician availability shifts, and customer needs Capable of working independently with minimal supervision while using sound judgment Able to establish and maintain cooperative working relationships with technicians, leadership, and coworkers Comfortable performing a wide range of tasks with frequent interruptions and changing priorities Ability to meet established deadlines and performance expectations Basic math skills for scheduling, job timing, and service coordination Consistently demonstrates company core values and maintains the highest standards of professionalism when interacting with customers, team members, and management

Work Environment None:

No exposure to adverse environmental conditions (typical office/administrative setting) Travel Requirements No travel required Physical Requirements Sedentary work: Exerting up to 10 pounds of occasionally and/or minor amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Reaching:

Extending hand(s) and arm(s) in any direction

Grasping:

Applying pressure to an object with the fingers and palm

Feeling:

Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips

Talking:

Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing:

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make discriminations in sound. Hands to

Fingers:

Picking, pinching, typing, or otherwise working, primarily with fingers rather than the whole hand as in handling

Repetitive Motion:

Substantial movements (motions) of the wrists, hands, and/or fingers

Close Vison:

Clear vision at 20 inches or less. Required to perform an activity such as: preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections. Disclaimer This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of team members in this classification. The duties described are not to be interpreted as being all-inclusive to any specific team member. Nothing in the job description changes the at will employment relationship existing between the Company and team members. The Essential Job Functions, Physical Requirements, and Work Environment characteristics described are representative of those that must be met to successfully perform the essential functions of this job. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified team members can perform the essential functions of the job.