Service Scheduling & Dispatch Coordinator

Position Overview We are seeking a highly organized, fast-paced, and customer-focused Scheduling & Dispatch Coordinator to join our team. This individual will play a critical role in daily operations by managing inbound calls, scheduling service appointments, coordinating technicians, and ensuring customers receive timely and professional communication throughout the service process. This position requires exceptional multitasking skills, strong communication abilities, and the ability to remain calm and professional in high-pressure situations. The ideal candidate must be comfortable handling customers, coordinating multiple departments simultaneously, and adapting quickly to scheduling changes throughout the day. This role also includes participation in our after-hours emergency dispatch rotation. Core Responsibilities Customer Communication Answering incoming phone calls professionally and efficiently Schedule plumbing, HVAC, and electrical service calls Gather accurate customer information and service details Handle customer concerns and occasional escalated or disgruntled customer interactions professionally Maintain consistent communication with customers regarding: Technician arrival times Schedule delays Earlier-than-expected availability Emergency scheduling updates Scheduling & Dispatch Coordination Utilize ServiceTitan software to: Schedule service calls Assign technicians appropriately Route calls to the correct department Adjust and manage daily schedules in real time Coordinate with field technicians throughout the day Assist with dispatch board management as needed Monitor technician progress and schedule flow Reassign or manipulate schedules when necessary to maximize efficiency and customer satisfaction Ensure technicians and customers remain informed simultaneously throughout the service process After-Hours Emergency Coordination This position includes after-hours phone coverage responsibilities.

After-Hours Coverage Schedule Monday-Thursday:

5:00 PM•8:00

PM Friday:

4:00 PM•8:00

PM Saturday & Sunday:

8:00 AM•8:00 PM After-Hours Responsibilities Answer incoming emergency service calls Explain and disclose emergency service fees to customers or property management companies Obtain customer approval for emergency dispatch pricing Coordinate with the appropriate on-call technician and department Schedule and dispatch emergency calls Maintain communication between the technician and customer until service is completed or fully coordinated Required Skills & Qualifications Preferred Experience Previous dispatching, scheduling, or customer service experience preferred Experience in home services, trades, or service-based industries strongly preferred Experience using ServiceTitan or similar dispatching software is highly preferred Required Skills Strong multitasking and organizational abilities Ability to work effectively in a fast-paced environment Excellent phone and communication skills Ability to remain calm under pressure Strong problem-solving and decision-making abilities Ability to manage multiple conversations and priorities simultaneously Professional demeanor with customers and employees Reliable, detail-oriented, and team-focused

Schedule Standard Office Hours Monday-Thursday:

7:30 AM•4:00

PM Friday:

7:30 AM•3:00 PM Additional Requirements Participation in after-hours phone coverage as assigned Availability during high-volume periods or operational needs About Our Company We are a full-service residential and commercial trade company providing: Plumbing Services Heating & Air Conditioning (HVAC) Electrical Services Our team operates in a fast-paced, customer-focused environment where communication, accountability, and teamwork are critical to success.

Pay:

$43,000.00•$45,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person