Home Depot Lead Coordinator / Dispatcher

Job Description

Job Description

Overview

John C. Cassidy Air Conditioning & Plumbing is seeking a full-time Home Depot Lead Coordinator / Dispatcher to support our growing Home Depot program. This position will coordinate customer leads generated through Home Depot, schedule appointments, support the sales process, and dispatch the appropriate team members to customer locations.

The ideal candidate is highly organized, customer-focused, and comfortable working in a fast-paced environment where timely follow-up and accurate scheduling are critical. This position works closely with our Home Depot Lead Generators, sales team, field teams, and management to ensure every lead is handled quickly and customers receive an excellent experience from initial contact through appointment completion.

Schedule: This position requires regular weekend availability . Scheduled days off will occur during the week. Candidates must be comfortable working a schedule designed around Home Depot customer traffic and program needs.

What You’ll Do

• Receive and manage customer leads generated through the Home Depot program
• Contact customers promptly to confirm their needs and schedule appointments
• Coordinate and maintain sales and service appointment schedules
• Dispatch the appropriate sales or field team member to customer locations
• Communicate appointment details, customer information, and scheduling updates to field team members
• Follow up on open leads and customers who have not yet scheduled an appointment
• Maintain accurate records of leads, appointments, customer interactions, and dispositions
• Monitor scheduled appointments and communicate with customers regarding changes, delays, or rescheduling
• Coordinate schedules and routing to maximize productivity and minimize unnecessary travel time
• Assist customers with questions regarding appointments, services, and next steps
• Support the sales team with documentation, customer follow-up, and administrative needs
• Follow up with customers after appointments when needed to ensure satisfaction and determine next steps
• Work closely with Home Depot Lead Generators to ensure leads are transferred and handled appropriately
• Address customer concerns and escalate issues when necessary
• Assist management with tracking lead activity, appointment status, and program performance
• Collaborate with Sales, Service, Installation, and other departments to ensure a smooth customer handoff
• Maintain consistent and timely follow-up to ensure no Home Depot lead falls through the cracks

What You’ll Bring

• 2–4 years of customer service, call center, scheduling, dispatch, sales coordination, or related experience preferred
• Strong phone and customer service experience
• Excellent organizational and time-management skills
• Ability to manage multiple leads, appointments, and priorities simultaneously
• Strong written and verbal communication skills
• Comfortable making outbound follow-up calls in addition to handling incoming customer calls
• Excellent computer skills, including Microsoft Outlook and Word
• Experience working with CRM, scheduling, or dispatching systems
• ServiceTitan experience is a plus
• HVAC, plumbing, home services, or retail lead-generation experience is a plus
• Strong attention to detail and problem-solving skills
• Self-motivated team player who works well in a fast-paced environment
• Must be available to work weekends as part of the regular schedule, with scheduled days off during the week
• High school diploma or equivalent
• Must pass pre-employment drug screening

Working at John C. Cassidy Air Conditioning & Plumbing

Since 1960, John C. Cassidy Air Conditioning & Plumbing has provided residential and commercial air conditioning and plumbing services throughout South Florida. Our continued growth is built on providing exceptional customer service, developing our employees, and creating a positive experience for the customers and communities we serve.

John C. Cassidy maintains a drug-free workplace.

John C. Cassidy Air Conditioning & Plumbing is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other protected characteristic.