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Summary
The service dispatcher is accountable for planning and dispatching for the technicians in the most efficient, customer focused manner to ensure we exceed our customers’ expectations as well as meet Reliable’ s operational and growth goals. Answering emails, from technicians, other departments and within the department in a timely manner. Communicating daily within the team and with the Dispatch manager.
Shifting daily and throughout the day to support all service area field team members. Scheduling quotes/return visits, adjusting routes, rescheduling customers, monitoring the board for same day and next day availability. Adjusting all booking platforms as needed.Â
Real time invoicing for field team members. This includes verifying correct coding, making corrections, collecting payments as needed and daily invoicing checks to ensure all calls were invoiced timely and completed for the day.
What to Expect:Â
After applying, qualified candidates will be contacted by phone for an initial screening. Candidates who successfully complete the phone screening may be invited to participate in an in-person interview with the hiring team. We look forward to learning more about your experience and career goals.
Essential Functions
- Plans routes to minimize drive times and ensure best resources are assigned to the right callsÂ
- Dispatches work and modify/optimize schedules throughout the dayÂ
- Liaison for the HVAC technicians/Plumbers/Electricians in the field for the CSRs, admin, and managers on the overall operations of the field team members
- Promote and support the HVAC/Plumbing/Electrical growth plans by promoting all HVAC maintenance agreements, generator rentals and RENTAL offerings
- Schedule engine updates for both the dashboard availability and dispatchesÂ
- Create/Edit Invoices as well as analyze and review Invoices for customers/field techniciansÂ
- Assists field team members on all items needed: accepting jobs, complaints, scheduling of jobs, days requested off, housekeeping and equipment issues, etc.Â
- Provides ongoing support by frequently communicating with internal and external departments, vendors and or contractorsÂ
- Coordinates transfer of equipment/material/and other supplies from office/warehouse to field operatives/field team members
- Works with managers to resolve NPS concerns
- Works directly with Independent Contractors who partner with the Company to provide services
- Dispatches job/setting routes and sends information via Service Titan
- Provides real time assistance for contractors for verification and customer concernsÂ
- Manages direct communication with customers
- Other duties as assigned
Qualifications
- Minimum of 2 years of dispatching, scheduling, or service coordination experience in a service-related industry (HVAC, plumbing, electrical, home services, or similar preferred).
- Strong organizational skills with the ability to prioritize multiple tasks and adapt to changing business needs.
- Excellent communication skills with the ability to interact professionally with customers, technicians, managers, vendors, and business partners.
- Proven ability to thrive in a fast-paced environment while managing frequent interruptions and competing priorities.
- Strong customer service mindset with a commitment to delivering an exceptional customer experience.
- Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
- Experience using dispatching or field service management software; Service Titan experience strongly preferred.
- Ability to analyze schedules, route efficiency, and job details to support operational goals.
- Strong attention to detail, particularly with invoicing, payment collection, and data accuracy.
- Geographic knowledge of the service area and/or ability to effectively utilize mapping and routing tools.
- Dependable, self-motivated, and solution-oriented with a positive attitude.
- Ability to work a flexible schedule, including evenings and weekends on a rotating basis.
Preferred Qualifications
- Experience supporting HVAC, plumbing, electrical, or other field service organizations.
- Previous experience with real-time dispatching and route optimization.
- Experience processing invoices, collecting payments, and resolving customer concerns.
- Familiarity with KPI-driven service operations, customer satisfaction metrics, and field technician performance management.
Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).
Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.
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