Night Dispatcher Customer Service

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 Functions Dispatch Service Technicians one call at a time using effective routing and scheduling practices

Debrief technicians after each service call to capture updates, job status, and follow-up needs

Debrief on-call technician each morning regarding overnight calls and outstanding issues

Contact customers prior to dispatch to confirm availability

Notify customers when technicians are running outside the scheduled time window or when rescheduling is required

Respond to all overnight messages and customer emails in a timely manner

Schedule and coordinate demand service calls as they are received

Create and update work orders as service calls are received

Finalize and detail the following day's service schedule by 3:30 PM

Notify warehouse staff of cancelled calls when parts have already been ordered

Ensure required parts have been ordered for scheduled work (verification, not purchasing)

Contact customers with "parts pending" status once parts arrive to schedule return visits

Support positive customer experience by addressing and resolving low-level customer concerns

Optimize technician routes to improve efficiency and support dispatching for profitability

Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.)

Maintain accurate customer history records to support efficient future service

Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives

Collaborate with the coordination team and department manager to support departmental goals

Key Performance Indicators (KPIs) Number of customer complaints or compliments related to scheduling and communication

Accuracy and completeness of customer history files

Number of customer no-shows

Travel time goal of 15 minutes (1/4 hour) between service calls where geographically feasible

Required Skills And Experience 2-3 years of dispatching, scheduling, or service coordination experience preferred

Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred

Excellent communication skills with the ability to interact professionally with customers, technicians, and management

Customer service mindset with the ability to handle challenging situations calmly and professionally

Proficiency with dispatching or service management software (ServiceTitan or similar preferred)

Strong attention to detail and accuracy in data entry and recordkeeping

Working Conditions Environment This position operates primarily in an office environment

Regular 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 needs

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 monitor

Ability to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart device