Dispatcher

About BWS Plumbing, Heating & Air

At BWS, we believe theres a Better Way to serve our team, our customers, and our community. Were a family-owned business built on trust, excellence, and a passion for helping people. If youre ready to join a company that values teamwork, communication, and integrity, this is the place for you.

Dispatcher Overview

The Dispatcher plays a key role in ensuring our HVAC and plumbing teams operate efficiently and deliver outstanding service to every customer. Youll be the communication hub coordinating daily schedules, supporting technicians in the field, and maintaining a clear, professional connection between customers and our team.

Key Responsibilities

• Schedule and dispatch HVAC and plumbing technicians for service, maintenance, and installation appointments
• Communicate effectively with customers, technicians, and management to ensure timely service
• Prioritize calls based on urgency, technician skill level, and location to maximize efficiency
• Update and manage the dispatch board and job progress in the CRM (ServiceTitan experience preferred)
• Confirm appointments, update customers on technician ETA, and follow up on open work orders
• Support technicians in the field with parts, information, and job details as needed
• Maintain accurate records of service calls, customer notes, and job completion details
• Monitor technician performance metrics such as response times, call completion, and customer satisfaction
• Assist in after-hours on-call rotation if needed

Qualifications

• Minimum 2 years of experience in dispatching, scheduling, or customer service (HVAC or plumbing industry preferred)
• Strong communication and problem-solving skills
• Ability to multitask and stay calm under pressure
• Tech-savvy comfortable using dispatch software, CRM tools, and Microsoft Office Suite
• Detail-oriented, organized, and customer-focused
• High school diploma or equivalent required

Why Join BWS?

• Competitive pay and performance incentives
• Medical, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Ongoing training and career development
• Family-oriented, team-driven culture

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Work Location : In person