Service Dispatcher (Residential Plumbing and HVAC)

Whiteley Plumbing • Full-time • Chatham, MA, US • $25 - $30 / hour • 7h ago

Service Dispatcher (Residential Plumbing & HVAC)

***This is a full-time onsite role. Please do not apply if you're not able to reliably commute to our Chatham, MA office 5 days per week**

We are seeking an organized, customer-focused Service Dispatcher to coordinate daily operations for our residential plumbing and HVAC service team. This role serves as the primary point of contact between customers and field technicians, ensuring efficient scheduling, clear communication, and excellent customer service throughout the service process.

The ideal candidate thrives in a fast-paced environment, communicates effectively, and can manage multiple priorities while maintaining accuracy and professionalism.

Key Responsibilities

Customer Interaction

· The primary responsibility of the Service Dispatcher role is to manage day-of service schedule to minimize potential issues and establish clear lines of communication

Answer inbound calls, emails, and messages from residential customers
Schedule service appointments for plumbing and HVAC calls
Gather accurate job details, service history, and customer information
Proactively communicate arrival times, delays, and updates to customers
Resolve scheduling conflicts and handle customer concerns professionally

Dispatch & Scheduling

Dispatch plumbing and HVAC technicians based on skill set, availability, and location
Optimize daily routes and schedules to maximize efficiency
Monitor technician progress throughout the day and adjust schedules as needed
Coordinate emergency and same-day service calls

Technician Support

Serve as the communication link between technicians and customers
Provide technicians with job details, customer notes, and updates
Track technician status (en route, on site, completed, delayed)
Assist with job documentation, work orders, and follow-up needs

Qualifications & Skills

High school diploma or equivalent (additional education a plus)
Previous dispatch, customer service, or call center experience preferred
Experience in plumbing, HVAC, or home services strongly preferred
Strong communication and interpersonal skills
Excellent organizational and multitasking abilities
Ability to remain calm and professional under pressure
Proficiency with computers, phones, and scheduling software
Strong attention to detail and time management skills
Salesforce experience considered a plus

Work Environment & Expectations

· This is a full-time, in-office position

Fast-paced, high-volume service environment
Frequent phone and computer use
Requires flexibility with scheduling, including occasional overtime or weekends (if applicable)
Must be dependable, punctual, and team-oriented

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Work Location: In person