Dispatcher Residential Home Services

Job Description

Job Description

Dispatcher — Residential Home Services

Location: Watertown, MA area Pay: $30/hour plus performance bonus Type: Full-time

The dispatcher is the person who keeps the whole day moving. You are the connection between our customers and our technicians, the one who makes sure the right tech shows up at the right home at the right time, and the calm voice that keeps a busy schedule from turning into chaos. If you like solving problems in real time, thrive when the pace picks up, and take pride in a customer walking away happy, this is a role you will actually enjoy.

We are a residential plumbing, heating, cooling, and electrical company that has built our reputation on doing right by our customers. The dispatch desk is where a lot of that reputation gets earned.

• Own the daily schedule for our service and dispatch technicians, adjusting on the fly as calls wrap up and new ones come in
• Prioritize incoming calls based on customer urgency and operational need, so the most important jobs get covered first
• Keep customers in the loop, especially when a tech is running behind, so no one is left wondering
• Watch daily call counts and revenue targets and help each department hit its daily, weekly, and monthly goals
• Take inbound customer calls as backup when the phones get busy
• Keep customer records accurate and up to date in our system
• Handle the occasional bump in the road with a customer directly and professionally, addressing concerns before they become complaints
• Loop in the right team lead quickly when a service issue comes up, so we protect the customer experience every time

• 1 to 3 years of customer service or dispatch experience preferred
• Someone who communicates clearly and warmly, in writing and on the phone
• Comfortable juggling multiple things at once in a fast-moving environment
• A real team player who keeps their cool under pressure
• Solid with Microsoft Office
• Good sense of the local service area or strong map-reading skills
• High school diploma or GED required, associate's degree a plus

This is a phone-and-desk role, so you will spend most of your day at a workstation talking with customers and techs. Some flexibility on hours helps, since dispatch occasionally needs coverage on evenings or weekends. You will rarely lift more than 5 to 10 pounds. We invest in our people, so there is room to grow and ongoing training if you want to build a career here.

If you are the kind of person who likes being the one everyone counts on to keep things running, we would love to hear from you. Apply today and tell us a little about your dispatch or customer service background.

We are an equal opportunity employer.