Service Dispatcher

Job Description

Job Description

The Service Dispatcher is responsible for coordinating and optimizing the daily schedules of Service Technicians to ensure efficient, timely, and profitable service delivery. This role serves as a central communication hub between technicians, customers, warehouse, and management, while maintaining accurate scheduling, customer records, and on-call coverage. The Service Dispatcher plays a key role in driving customer satisfaction, technician productivity, and overall department performance. Essential Job FunctionsDispatch Service Technicians one call at a time using effective routing and scheduling practicesDebrief technicians after each service call to capture updates, job status, and follow-up needsDebrief on-call technician each morning regarding overnight calls and outstanding issuesContact customers prior to dispatch to confirm availabilityNotify customers when technicians are running outside the scheduled time window or when rescheduling is requiredRespond to all overnight messages and customer emails in a timely mannerSchedule and coordinate demand service calls as they are receivedPerform outbound calls to fill schedule gaps, including pulling forward maintenance visits when appropriateCreate and update work orders as service calls are receivedMaintain and manage the dispatch board, reviewing schedules 2–3 days in advanceFinalize and detail the following day's service schedule by 3:30 PMNotify warehouse staff of cancelled calls when parts have already been orderedEnsure required parts have been ordered for scheduled work (verification, not purchasing)Contact customers with "parts pending" status once parts arrive to schedule return visitsSupport positive customer experience by addressing and resolving low-level customer concernsOptimize technician routes to improve efficiency and support dispatching for profitabilityMaintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)Maintain and update the on-call schedule, including primary and standby techniciansMaintain accurate customer history records to support efficient future serviceCommunicate daily call capacity and scheduling constraints to the Service Manager and Customer Service RepresentativesCollaborate with the coordination team and department manager to support departmental goalsPerform other related duties as assigned Key Performance Indicators (KPIs)The following metrics will be used to evaluate effectiveness in the Service Dispatcher role:Number of customer complaints or compliments related to scheduling and communication Number of return trips or callbacks resulting from scheduling inefficiencies Accuracy and completeness of customer history files • Number of customer no-shows Proactive dispatch board management, including maintaining schedules 2–3 days in advance Travel time goal of 15 minutes (¼ hour) between service calls where geographically feasibleRequired Skills and Experience 2–3 years of dispatching, scheduling, or service coordination experience preferredExperience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferredStrong organizational and multitasking skills in a fast-paced environmentExcellent communication skills with the ability to interact professionally with customers, technicians, and managementAbility to make real-time decisions and adjust schedules based on changing prioritiesCustomer service mindset with the ability to handle challenging situations calmly and professionallyProficiency with dispatching or service management software (ServiceTitan or similar preferred)Working knowledge of routing, scheduling efficiency, and technician productivity metricsStrong attention to detail and accuracy in data entry and recordkeepingWorking Conditions EnvironmentThis position operates primarily in an office environmentRegular use of computers, phones, and dispatching software systems Fast-paced setting requiring frequent communication and multitasking May require occasional early morning, evening, weekend, and rotating weekend coverage based on business and on-call scheduling needsPhysical AbilitiesThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitorAbility to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart deviceSpecific vision abilities required by this job include close vision, distance vision, and the ability to adjustMay require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbingCarrying supplies, up to 25 lbs.