Dispatcher

Job Description

Job Description

At Trust 1 Heating, Cooling, Plumbing, we’re more than just a home services company—we’re a family that works hard, supports one another, and celebrates wins together. Right now, we’re on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations.

If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you!

Compensation:

$60,000 - $75,000 yearly

Responsibilities:

Daily Dispatch & Schedule Management

• Own the ServiceTitan dispatch board from open to close

• Assign and adjust jobs based on:

• Technician skill set

• Job priority (including P5 emergencies)

• Location and efficiency

• Reassign jobs in real time to prevent:

• Technician idle time

• Missed arrival windows

• Customer dissatisfaction

• Monitor weather, traffic, and call volume to proactively adjust schedules

Customer Communication & Experience

• Proactively notify customers of delays before arrival windows are missed

• Send and manage ETAs, confirmations, and updates via text and phone

• Handle emergency and same-day requests with urgency and professionalism

• Ensure next-day job confirmations are completed via automated texts and outbound calls

Technician Coordination & Accountability

• Confirm technician availability daily and manage call-outs

• Maintain consistent communication with techs for:

• ETAs

• Job progress

• Schedule changes

• Ensure technicians complete:

• Debriefs

• Job notes

• Required documentation

• Confirm all techs have a confirmed first call each morning

Materials, Parts & Inventory Oversight

• Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible

• When technicians need to visit a supply house:

• Create and document Purchase Orders (POs) as required

• Ensure proper job and cost allocation

• Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.)

• Identify repeat issues and communicate trends to management for process improvement

• Review materials used on every job at closeout to ensure:

• Accuracy

• Proper job costing

• Alignment with work performed

• Flag discrepancies, missing materials, or potential errors before invoices are finalized

Job Closeout, Documentation & Financial Accuracy

• Ensure all jobs are:

• Properly debriefed

• Closed out same day

• Fully documented in ServiceTitan

• Maintain clear, pinned notes for critical job updates

• Review invoices for completeness and accuracy

• Batch completed invoices daily for bookkeeping

• Track follow-ups, reschedules, and open tasks to completion

Forward Planning & Operational Readiness

• Review schedules for:

• Tomorrow

• The following two days

• Priority-tag jobs and identify opportunities to:

• Pull high-priority work forward

• Prevent cancellations

• Coordinate closely with:

• CSRs

• Service Managers

• Install Managers

• Support installation coordination to ensure smooth, delay-free installations

Reporting & Performance Visibility

• Send end-of-day summaries to leadership highlighting:

• Wins

• Issues

• Opportunities

• Maintain strong performance against dispatch KPIs (outlined below)

Key Performance Indicators (KPIs)

Success in this role is measured by:

• Dispatch Board Optimization & Overall Efficiency

• Customer Notification Timeliness

• Job Reassignment Efficiency

• Job Closeout & Debrief Compliance

• Invoice Batching Completion Rate

• ServiceTitan Documentation Accuracy

• Future Schedule Readiness (Next 2 Days)

• Job Confirmation Completion Rate

Qualifications:

What We’re Looking For:

• Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred)
• Strong working knowledge of ServiceTitan (preferred)
• Exceptional multitasking and prioritization skills
• Calm, confident communicator — especially under pressure
• Detail-oriented with high accountability
• Comfortable holding technicians and processes to standard
• Forward-thinking mindset (you don’t just react — you plan)

About Company

Trust 1 Services has been making bad days better since 2018. We're a local Randolph-based HVAC and plumbing company built on one idea: take care of customers like family, and take care of our team the same way.

We've grown fast — fast enough to land on the Inc. 5000 list of America's fastest-growing companies — but we've stayed tight-knit on purpose. No corporate red tape. No politics. Just a team that genuinely likes each other, gives back to the community, and shows up every day to win.

When you join Trust 1, you get more than a paycheck. You get a real career path, top-tier training, weekly pay, full benefits (health, 100% paid dental/vision/life), 401(k) with match, PTO from day one, your birthday off, and a leadership team that has your back.

We're not for everyone. But if you're hungry, positive, and ready to be part of something that's actually going somewhere — we should talk.