Dispatcher / Customer Operations Coordinator at Frank's Mr. Plumber

Job Description

Job Description

Who We Are

Frank's Mr. Plumber is looking for an organized, customer-focused Dispatcher to join our growing team! People often come to us looking for a job, but they stay because they find a fulfilling career, room to grow, and opportunities to excel.

Tonawanda-Based Company

Why Choose Frank's Mr. Plumber

• Competitive pay ranging starting at $25/hr DOE.

• Performance-based bonus opportunities for strong individual and team performance.

• Additional compensation may be available for candidates with flexible scheduling or weekend availability.

• Medical, Dental, Vision and Life Insurance.

• Work-life balance – Paid Time Off, Paid Holidays, and Full-Time employment.

• 401(k) Plan with company match.

• Ongoing training and career advancement opportunities.

• State-of-the-art technology including ServiceTitan.

• Supportive team environment where your work makes a difference.

Schedule

• Typical schedule is Monday–Friday, 10:00 AM – 7:00 PM.

• Flexible scheduling available, including Tuesday–Saturday or four 10-hour shifts for the right candidate.

• Candidates willing to help cover occasional Saturdays and Sundays may receive additional compensation.

The Big Task

You will coordinate technician schedules, optimize daily routes, and ensure every customer receives prompt, professional service while also helping maximize every lead and sales opportunity that comes through the business.

Key Tasks

• Schedule and dispatch technicians based on skill set, location, priority, and call type.

• Monitor technician progress throughout the day and make real-time schedule adjustments.

• Manage schedule gaps, delays, emergency calls, and changing priorities.

• Make outbound calls to confirm appointments, fill schedule openings, follow up on opportunities, and maximize daily booking and sales opportunities.

• Communicate scheduling updates and arrival times with customers.

• Partner with the Customer Service Representative team to maximize booked calls.

• Maintain accurate schedules and customer information within ServiceTitan.

• Help improve dispatch efficiency, technician utilization, and same-day service completion.

• Work closely with technicians and office staff to keep the day's schedule running smoothly.

• Follow up with customers on open opportunities, unscheduled calls, and estimates to help convert leads into booked work.

• Identify opportunities to recommend additional services or help connect customers with the appropriate sales team member.

• Work closely with the CSR and sales teams to ensure qualified leads are handed off quickly and followed through.

• Help maximize inbound leads by responding with urgency and creating a positive customer experience from the first interaction through the appointment.

Desired Skills and Experience

• 2+ years of dispatch, scheduling, logistics, or customer service experience, with additional inside sales or appointment-setting experience preferred.

• Home services industry experience preferred.

• Sales-minded with an interest in lead follow-up, appointment conversion, and helping generate revenue.

• Outbound sales, inside sales, appointment setting, or outbound customer service experience preferred.

• ServiceTitan experience preferred.

• Excellent communication and customer service skills.

• Highly organized with exceptional multitasking abilities.

• Strong problem-solving skills and attention to detail.

• Ability to remain calm, positive, and productive in a fast-paced environment.

If you want to be part of something bigger than just a job—make this career move and find exactly what you're looking for. You will work in a place where you are appreciated by your team and customers, and where your work has a direct impact on the success of the company. If this sounds like you, spend a little time learning about Frank's Mr. Plumber by visiting . When you're ready, please apply for this position directly on Indeed.

Equal Opportunity Employer