Dispatcher at Eagle Plumbing Repairs and Drain Cleaning

Job Description

Job Description

Eagle Plumbing Repairs & Drain Cleaning is seeking a highly organized, customer-focused Plumbing Dispatcher to coordinate daily service operations. The Dispatcher serves as the communication hub between customers, plumbing technicians, and management to ensure exceptional customer service, efficient scheduling, and maximum technician productivity.

The ideal candidate thrives in a fast-paced environment, communicates professionally, multitasks effectively, and is committed to helping our team provide five-star plumbing service throughout the Greater New Orleans area.

Primary ResponsibilitiesCustomer Service

• Answer incoming phone calls professionally and courteously.
• Schedule plumbing service appointments.
• Obtain accurate customer information and service details.
• Explain service charges and company policies.
• Calm upset customers while maintaining professionalism.
• Follow up with customers after completed service calls.
• Maintain excellent customer satisfaction ratings.

Scheduling & Dispatching

• Dispatch technicians based on skill level, location, and availability.
• Monitor technician routes throughout the day.
• Maximize technician efficiency and reduce drive time.
• Fill cancellations immediately.
• Adjust schedules for emergency calls.
• Keep customers informed of technician arrival times.
• Ensure technicians remain productive throughout the workday.

Communication

• Maintain constant communication with field technicians.
• Relay customer concerns and job details accurately.
• Notify customers of delays.
• Coordinate with suppliers when materials are needed.
• Assist technicians with financing paperwork when necessary.
• Communicate with management regarding scheduling challenges.

Administrative Duties

• Create customer accounts.
• Enter detailed job notes.
• Verify customer contact information.
• Maintain accurate records in the dispatch software.
• Upload photos, invoices, and job documents.
• Process warranties and callback requests.
• File permits and inspection documentation when applicable.

Sales Support

• Schedule estimates promptly.
• Follow up on unsold estimates.
• Track pending jobs.
• Coordinate financing appointments.
• Help maximize daily revenue by filling technician schedules.

Daily Dispatcher Responsibilities

• Review technician schedules before opening.
• Confirm first appointments.
• Verify technician arrival status.
• Monitor all active service calls.
• Keep technicians moving efficiently.
• Handle emergency service requests.
• Schedule next-day appointments.
• Confirm appointments for the following day.
• Complete end-of-day scheduling review.

Required Qualifications

• High School Diploma or GED
• Minimum 2 years of customer service experience
• Previous dispatching experience preferred
• Strong computer skills
• Excellent phone etiquette
• Professional communication skills
• Ability to multitask under pressure
• Strong organizational skills
• Dependable attendance
• Positive attitude
• Team player

Preferred Experience

• Plumbing dispatching
• HVAC dispatching
• Home service industry
• Construction scheduling
• Customer relationship management (CRM)
• ServiceTitan, Housecall Pro, FieldEdge, or similar software
• QuickBooks experience is a plus

Required Skills

• Excellent verbal communication
• Professional phone skills
• Time management
• Problem solving
• Conflict resolution
• Scheduling
• Attention to detail
• Data entry accuracy
• Microsoft Office
• Google Workspace
• Ability to prioritize multiple tasks

Performance Expectations (KPIs)

The Plumbing Dispatcher will be evaluated on:

KPIGoal

Customer Answer Rate

95%+

Same-Day Appointment Booking

90%+

Schedule Efficiency

95%

Technician Downtime

Less than 30 minutes/day

Callback Scheduling Accuracy

100%

Customer Satisfaction

4.8 Stars or Higher

Appointment Confirmation Rate

100%

Technician On-Time Arrival

95%+

Daily Schedule Filled

100%

Revenue Opportunities Captured

Maximize available technician time

Physical Requirements

• Sit for extended periods.
• Work on a computer throughout the day.
• Speak on the telephone frequently.
• Lift up to 20 pounds occasionally.
• Ability to work in a fast-paced office environment.

Core Values

Every Eagle Plumbing Dispatcher is expected to demonstrate:

• Integrity – Do the right thing, even when no one is watching.
• Professionalism – Treat every customer with respect.
• Urgency – Respond quickly and efficiently.
• Teamwork – Support technicians and fellow staff members.
• Communication – Keep everyone informed.
• Accountability – Take ownership of responsibilities.
• Excellence – Deliver five-star service every day.

Success Looks Like

A successful Plumbing Dispatcher at Eagle Plumbing Repairs & Drain Cleaning:

• Keeps technicians fully booked throughout the day.
• Provides exceptional customer service on every call.
• Solves scheduling problems quickly and effectively.
• Maintains calm under pressure.
• Communicates clearly with customers and technicians.
• Helps the company achieve revenue goals by maximizing productivity.
• Represents Eagle Plumbing with professionalism, integrity, and a commitment to excellence.

Why Join Eagle Plumbing Repairs & Drain Cleaning?

At Eagle Plumbing Repairs & Drain Cleaning, we value our team members and believe they are the foundation of our success. We offer a supportive work environment, opportunities for growth, ongoing training, and the chance to make a meaningful impact by helping customers solve their plumbing problems with honesty, professionalism, and exceptional service every day.

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