Residential Dispatcher

Job Description

Job Description

Description:

For over 75 years, Magnolia Plumbing, LLC has proudly served the DC metropolitan area, delivering reliable solutions for both residential and commercial customers across heating and cooling (HVAC), plumbing, wastewater management, and underground site utility work.

We believe the best service starts with the best people, so we hire the best and invest in their success.

Magnolia Plumbing, Heating & Cooling is seeking an experienced Residential Dispatcher to join our growing Residential Services team. The ideal candidate will be highly organized, detail-oriented, and skilled in coordinating HVAC and plumbing service calls in a fast-paced environment. This individual will play a key role in supporting technicians, maintaining efficient scheduling, and ensuring an exceptional customer experience from start to finish.

The Residential Dispatcher position is an entry-level role within our Residential Services department with opportunities for growth and advancement.

Responsibilities

• Schedule and dispatch residential plumbing and HVAC service calls efficiently and effectively.
• Monitor technician locations and job progress in real time using ServiceTitan.
• Communicate with customers to confirm appointments, provide ETA updates, and address scheduling concerns.
• Adjust schedules dynamically to accommodate urgent service requests, delays, cancellations, and emergency situations.
• Ensure technicians are dispatched with the correct job information, tools, and materials.
• Prioritize calls based on urgency, technician skillset, and geographic location.
• Support the service team with work order entry, documentation, and follow-up communication.
• Review, process, and close completed service tickets accurately within ServiceTitan.
• Collaborate with office staff and management to improve workflow efficiency and customer satisfaction.
• Monitor and respond to emails consistently throughout the business day.
• Pull permits when required for scheduled work.
• Follow up on calls in waiting, parts pending, or return status every 3 days.
• Issue purchase orders as needed.
• Send daily technician availability for evening and next-day shifts at the close of business.
• Confirm upcoming appointments for the next business day.
• Coordinate technician and apprentice scheduling for upcoming shifts.
• Maintain professionalism and excellent customer service during all customer and team interactions.

Requirements

• Prior dispatch experience required.
• Industry experience in Plumbing or HVAC preferred.
• Experience using ServiceTitan or similar dispatch/service management software preferred.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication and customer service abilities.
• Ability to think quickly and make scheduling adjustments in real time.
• Strong attention to detail and follow-through.
• Proficient with email communication and basic computer systems.
• Ability to work independently and collaboratively with office staff and technicians.
• Dependable, professional, and team-oriented mindset.
• Must pass a pre-employment background check and drug screening.

Benefits & Culture

• Medical benefits starting the first of the month, plus company-paid life insurance and long-term disability.
• Company contributions to 401(k) and HSA.
• Company-paid Employee Assistance Program (EAP) and mental health coverage.
• Company-paid Basic Life Insurance Policy.
• Paid time off (PTO) available from day one.
• Empowered environment: we trust you to own your work.
• Opportunities for career advancement and professional development.
• Collaborative and team-oriented workplace culture.
• Stable, established company with over 75 years of industry experience.

As part of our standard hiring process, this role requires completion of a background check and drug screening following an offer of employment.