Dispatcher

Job Description

Job Description:\n\nPosition Summary The Job Coordinator / Dispatcher is the primary office support partner for our field technicians and plays a critical role in delivering a smooth, professional experience for both our team and our clients. This position is responsible for making sure the right technician gets to the right job at the right time, while balancing client needs, technician strengths, geographic efficiency, job priority, and the changing conditions of a busy service day. But this job is about more than moving calls around on a schedule. The Job Coordinator builds strong working relationships with the technicians they support, helps remove roadblocks throughout the day, provides clear communication, and holds team members accountable to company procedures, processes, and service best practices. This person must be able to think ahead, stay calm when the schedule changes, communicate confidently, and make decisions that are good for the client, the technician, and the company. The Job Coordinator also serves as a backup Call Center Representative, answering incoming calls when needed and helping turn prospective callers into booked clients through empathy, professionalism, trust, and value. The Mission of This Role Keep the field moving, keep the client informed, and keep the team operating according to our standards. A great Job Coordinator makes the technician’s day easier without doing the technician’s job for them. They anticipate problems. They communicate early. They protect the schedule. They know their technicians. They understand the client. And when the day inevitably throws a wrench into the plan, they don't panic—they adjust. Primary Responsibilities 1. Dispatch & Schedule Management The Job Coordinator is responsible for actively managing the daily service schedule to maximize productivity, efficiency, and client satisfaction. Responsibilities include:Assigning the appropriate technician to each service call based on:Technician skill setJob typeClient needsGeographic locationTechnician availabilityRevenue opportunityExisting workload and scheduleMonitoring technician progress throughout the day.Adjusting routes and assignments as conditions change.Minimizing unnecessary drive time and windshield time.Identifying schedule gaps and opportunities to improve technician utilization.Prioritizing emergency, urgent, maintenance, diagnostic, and revenue-producing calls appropriately.Communicating schedule changes clearly and promptly to technicians.Coordinating with the call center when appointment times or technician availability change.Making sound decisions when the original schedule no longer makes sense.Looking several calls ahead rather than simply reacting to the next appointment. The goal is not simply to keep technicians busy. The goal is to use our available field resources intelligently so we can serve more clients, reduce wasted time, and create a productive day for every technician. 2. Technician Support The Job Coordinator serves as the first layer of office support for the field team. Technicians should know that when they contact their Job Coordinator, they are talking to someone who understands their day and will help them move forward. Responsibilities include:Being readily available to assigned technicians during working hours.Helping technicians resolve scheduling, client, documentation, and communication issues.Providing technicians with accurate information about upcoming calls.Helping identify missing job information before the technician arrives.Communicating client concerns, special circumstances, access instructions, and expectations.Coordinating with other departments when the technician needs assistance.Helping technicians stay focused on serving the client instead of chasing information through the office.Escalating issues to leadership when necessary. The Job Coordinator should develop enough familiarity with each technician to understand:Their technical strengthsTheir communication styleTheir experience levelThe types of calls they are best suited forWhere they may need additional supportHow they respond when the day becomes difficult Strong dispatching comes from knowing the map. Great dispatching comes from knowing the people on the map. 3. Technician Relationships & Accountability This position requires strong relationships with the technicians it supports. Those relationships should be built on trust, consistency, respect, and accountability. The Job Coordinator is expected to:Develop professional relationships with field technicians.Communicate respectfully and directly.Recognize when a technician may be struggling and provide appropriate support.Reinforce company expectations consistently.Hold technicians accountable to established procedures and processes.Address missed steps or process violations promptly rather than allowing bad habits to grow.Reinforce expectations regarding:Dispatch proceduresJob statusesArrival notificationsJob notesEstimates and documentationClient communicationSchedule communicationRequired photographs or paperworkCompletion proceduresCompany service standardsDocument repeated issues when appropriate.Escalate performance concerns to the appropriate manager when coaching or reminders are not effective. Accountability should never feel personal. The standard is the standard. The Job Coordinator's responsibility is to help technicians succeed within that standard. 4. Protecting the Client Experience The Job Coordinator plays an important behind-the-scenes role in the client experience. Even when the client never meets the dispatcher, they feel the results of good—or bad—dispatching. The Job Coordinator should:Ensure clients receive timely communication regarding schedule changes.Avoid sending technicians into situations without the information they need.Review job notes for important client concerns.Coordinate special requests whenever practical.Help prevent excessive delays or missed appointments.Communicate internally when a client requires additional care or attention.Assist in resolving client concerns before they become larger problems.Keep commitments whenever possible and communicate early when circumstances change. A client should never feel like they were forgotten simply because the schedule got busy. 5. Backup Call Center Responsibilities When call volume requires additional support, the Job Coordinator will function as a backup Call Center Representative. In this role, the responsibility is not simply to answer the telephone. The responsibility is to create confidence. Every caller should feel: “These people understand my problem, they care about helping me, and I trust them to send someone to my home.” Responsibilities include:Answering inbound calls promptly and professionally.Greeting clients warmly.Listening carefully before jumping to solutions.Asking appropriate questions to understand the client's situation.Demonstrating empathy for the client's concern.Building rapport naturally and professionally.Communicating confidence in our technicians and company.Explaining the value of choosing our company.Addressing basic questions and concerns.Overcoming reasonable booking objections without becoming pushy.Offering available appointment options.Asking confidently for the appointment.Entering complete and accurate client information into the CRM.Creating clear job notes that prepare the technician for the visit. Call Handling Philosophy We do not want our phones answered by someone who sounds like they're reading from a laminated script. We want clients talking to a human being. The Job Coordinator should understand that clients often call us because something in their home isn't working. They may be frustrated. They may be worried. They may already have had a bad experience with another contractor. Sometimes the most important thing we can say is: “I understand. Let's see what we can do to help you.” From there, we listen, ask questions, build trust, communicate value, and earn the opportunity to serve them. The goal of the call is to book the appointment while creating a strong first impression of our company. Daily Responsibilities A typical day may include:Reviewing the day's schedule before technicians begin running calls.Identifying scheduling conflicts or routing opportunities.Reviewing technician capacity and availability.Communicating with technicians throughout the day.Monitoring job statuses inside the CRM.Moving or assigning calls as technicians become available.Updating clients regarding delays or schedule changes.Coordinating emergency calls.Helping technicians with job-related questions.Following up on incomplete procedures or documentation.Working with management to handle difficult scheduling situations.Supporting the call center during periods of high call volume.Reviewing the following day's schedule for potential problems or opportunities. What Success Looks Like A successful Job Coordinator helps create a day where:Technicians spend less time driving and more time serving clients.The right technician is assigned to the right opportunity.Technicians know where they are going and what they are walking into.Clients receive clear and timely communication.Schedule changes are handled calmly.Procedures are followed consistently.Technicians feel supported but remain accountable.Calls do not fall through the cracks.Opportunities are not wasted.The call center and field team work together instead of against one another. Key Performance Indicators Performance may be measured using metrics such as:Technician utilizationAverage drive timeJobs completed per technicianPercentage of available technician hours utilizedOn-time arrival performanceSchedule efficiencyNumber of rescheduled or dropped callsTechnician compliance with required job proceduresClient communication performanceInbound call answer rateCall-to-booking conversion rateAccuracy and completeness of CRM documentationClient satisfactionTechnician feedback and internal communication effectiveness Required Skills & Characteristics The ideal candidate is:Highly organizedCalm under pressureComfortable making decisionsAble to manage multiple priorities simultaneouslyAn excellent verbal communicatorA strong listenerNaturally relationship-orientedComfortable holding others accountableRespectful but assertiveDetail-orientedAble to anticipate problemsComfortable with technology and CRM systemsAble to think geographically and understand routingService-mindedDependableCoachablePositive without being unrealisticAble to separate emotion from operational decisions Preferred Experience Preferred qualifications include:Previous dispatching or scheduling experienceCustomer service or call center experienceExperience supporting technicians or field service employeesExperience in HVAC, plumbing, electrical, garage door, roofing, or another home service tradeFamiliarity with field service management or CRM softwareExperience handling high-volume telephone callsExperience working in a fast-paced service environment Home service experience is helpful, but the right mindset matters just as much. We can teach someone software. We can teach routing. We can teach procedures. It's considerably harder to teach someone to care about the person on the other end of the phone. Core Expectations Think Ahead Don't just ask: “Where can I put this call?” Ask: “What does the rest of the day look like if I put this call there?” Know Your Technicians - Every technician brings different experience, strengths, opportunities, and personalities to the job. Use that knowledge to make smart assignments. Communicate Early Bad news rarely improves with age. \n\nCompany Description:\n\nWe’re a locally owned residential and light commercial service company that has been serving our community for more than 12 years.\n\nOver that time, we’ve built a growing brand around doing good work, taking care of people, and creating a company where professionals can build a real career.\n\nWe’re not looking to be just another place to punch a clock. We want to be the kind of company that A-players and true professionals want to be part of. We are building a place with high standards, strong leadership, clear expectations, and opportunities to grow.\n\nAs we continue to expand, we’re looking for people who take pride in their work, communicate well, support their teammates, and want to keep getting better.\n\nWhether you work in the field, in the office, or behind the scenes supporting the operation, you’ll have the tools, training, and support to do your job well and grow with the company.\n\nIf you’re looking for a stable, growing organization where hard work is noticed, professionalism is valued, and there’s room to build a future, we’d like to meet you.

Company Description

We’re a locally owned residential and light commercial service company that has been serving our community for more than 12 years.\n\nOver that time, we’ve built a growing brand around doing good work, taking care of people, and creating a company where professionals can build a real career.\n\nWe’re not looking to be just another place to punch a clock. We want to be the kind of company that A-players and true professionals want to be part of. We are building a place with high standards, strong leadership, clear expectations, and opportunities to grow.\n\nAs we continue to expand, we’re looking for people who take pride in their work, communicate well, support their teammates, and want to keep getting better.\n\nWhether you work in the field, in the office, or behind the scenes supporting the operation, you’ll have the tools, training, and support to do your job well and grow with the company.\n\nIf you’re looking for a stable, growing organization where hard work is noticed, professionalism is valued, and there’s room to build a future, we’d like to meet you.