Dispatcher Customer Service Representative

Customer Experience Professional - Service Dispatcher

Emergency Plumbing Heating & Air is a rapidly growing family-owned and operated Plumbing and HVAC company serving customers throughout the region since 1977. We are dedicated to delivering exceptional customer service, high-quality plumbing and HVAC solutions, and fostering strong community involvement with honest, upfront pricing and no high-pressure sales.

We are seeking an energetic and detail-oriented Customer Experience Professional - Service Dispatcher to join our dynamic team. In this vital role, you will coordinate service appointments, manage dispatching of technicians, and ensure seamless communication between customers, technicians, and suppliers. Your proactive approach will help us deliver prompt, reliable service while maintaining a positive customer experience from start to finish.

Responsibilities

• Schedule and dispatch service technicians efficiently using transportation management systems and GPS tools to optimize routes and response times
• Communicate clearly with customers via phone etiquette, providing updates and scheduling appointments with professionalism and enthusiasm
• Utilize data entry skills to accurately record service requests, technician assignments, and job details in systems such as Oracle Transportation Management and SyteLine
• Coordinate with warehouse teams for shipping & receiving of parts and equipment, ensuring timely availability for service calls
• Monitor fleet management systems to track technician locations, vehicle maintenance needs, and dispatch priorities
• Maintain detailed logs of all interactions using multi-line phone systems, AS400 platforms, and transportation management tools
• Collaborate with logistics teams to support supply chain operations and transportation planning efforts

Experience

• Prior experience in dispatching within logistics, freight, or transportation management environments preferred
• Strong analysis skills to troubleshoot scheduling conflicts or logistical issues quickly
• Familiarity with GIS (Geographic Information Systems), GPS technology, transportation planning software, and supply chain operations highly desirable
• Proficiency in using Oracle Transportation Management, SyteLine ERP system, AS400 platforms, and 3PL (third-party logistics) providers is a plus
• Excellent communication skills with the ability to handle complex situations calmly over multi-line phone systems
• Basic typing skills for efficient data entry; knowledge of shipping & receiving procedures beneficial
• Experience working in fast-paced environments requiring multitasking across transportation management systems and logistics coordination

Join us to be part of a dedicated team committed to delivering outstanding customer experiences through efficient dispatching, effective communication, and seamless logistics support. We value proactive professionals who thrive on building positive relationships while ensuring operational excellence!