Dispatcher

Job Description: Dispatcher

ABOUT WATSON ELECTRICAL CONSTRUCTION

Watson Electrical Construction is a leading provider of electrical contracting services, specializing in delivering high-quality solutions for commercial, industrial, and residential projects. Our company prides itself on its commitment to safety, innovation, and customer satisfaction. We are seeking an experienced and detail-oriented Dispatcher to join our growing team in Wilson, North Carolina.

Position Overview

The Dispatcher serves as a critical link between customers, technicians, and the service team. This position is responsible for scheduling service calls, dispatching technicians, maintaining accurate job information, and providing exceptional customer service throughout the service process.

The ideal candidate is highly organized, customer-focused, and comfortable working in a fast-paced environment. Experience in the electrical, HVAC, plumbing, or other skilled trades industries is preferred. Experience using ServiceTitan is strongly preferred.

This position is based on-site in Wilson, NC.

Key Responsibilities - Dispatch & Scheduling
• Schedule and dispatch technicians for residential and commercial service calls.
• Monitor technician schedules and make adjustments throughout the day as needed.
• Communicate job assignments, schedule updates, and customer information to technicians.
• Coordinate emergency and priority service requests.
• Maintain accurate scheduling information within ServiceTitan.
• Track technician progress and update customers regarding appointment status and estimated arrival times.

Customer Service
• Answer incoming customer calls professionally and courteously.
• Schedule service appointments and assist customers with service-related inquiries.
• Provide timely updates regarding appointment confirmations, delays, and technician arrival windows.
• Resolve routine customer concerns and escalate issues when appropriate.
• Maintain a positive and customer-focused experience throughout every interaction.

Administrative Support
• Enter and maintain accurate customer and job information.
• Verify work orders and service requests are complete and properly documented.
• Assist with appointment confirmations and follow-up communications.
• Support service managers and technicians with administrative needs as requested.
• Maintain organized records and documentation within company systems.

ServiceTitan Utilization
• Utilize ServiceTitan to schedule, dispatch, and manage service calls.
• Ensure customer accounts and job information remain accurate and up to date.
• Assist with maintaining service agreements, customer records, and job documentation.
• Follow company procedures and ServiceTitan workflows to support operational efficiency.

Reporting Structure

Reports directly to the Director of Service Operations.

Works closely with:
• Service Technicians
• Service Managers
• Customer Service Representatives
• Administrative Staff

Qualifications

Required:
• High school diploma or equivalent.
• 1+ years of customer service, dispatching, scheduling, or administrative experience.
• Strong communication and organizational skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Proficiency with computers and standard business software.

Preferred:
• Experience dispatching field service technicians.
• Experience in electrical, HVAC, plumbing, or related trades.
• Experience with ServiceTitan.
• Call center or customer service experience.

Skills & Attributes
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Detail-oriented and highly organized.
• Ability to remain calm under pressure.
• Team-oriented with a positive attitude.
• Dependable and professional.
• Strong problem-solving and time management skills.

Physical & Work Environment
• Primarily office-based and on-site in Wilson, NC.
• Frequent use of computers, phones, and dispatch software.
• Fast-paced environment requiring frequent communication and multitasking.

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job related disability, or any other protected group status.
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