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We are seeking a highly organized, customer-focused Dispatcher to join our team. This position serves as the central point of coordination among customers, service technicians, office staff, and company leadership.
The Customer Care & Dispatcher owns the daily dispatch board and customer experience from the initial call through job completion and closeout. This individual is responsible for ensuring that every service request is scheduled appropriately, technicians receive accurate information, customers remain informed, and work orders are complete and properly documented.
The ideal candidate takes initiative, anticipates potential problems, follows issues through to resolution, and treats the company’s schedule, customers, and service capacity as if they were their own. Success in this position requires sound judgment, urgency, attention to detail, and the ability to remain composed while managing multiple priorities in a fast-paced service environment.
Essential Duties and Responsibilities
Ownership and Accountability
- Own and actively manage the daily dispatch board from the beginning through the end of each business day and plan for the coming week.
- Take responsibility for the customer experience from the initial service request through job completion and follow-up.
- Proactively identify scheduling conflicts, service delays, incomplete information, and customer concerns before they become larger problems.
- Follow customer and operational issues through to resolution rather than simply transferring responsibility to another employee.
- Balance customer needs, technician availability, company priorities, geographic efficiency, and revenue opportunities when making dispatch decisions.
- Keep management informed of significant scheduling problems, customer concerns, emergencies, callbacks, and operational issues.
- Maintain accurate, current, and complete information in ServiceTitan.
- Demonstrate a consistent sense of urgency, accountability, sound judgment, and attention to detail.
- Answer incoming telephone calls promptly, professionally, and courteously.
- Create a positive first impression and represent Victory Plumbing in a friendly, knowledgeable, and professional manner.
- Gather complete and accurate customer, property, service, and job information.
- Ask effective questions to understand the customer’s plumbing concern, service needs, urgency, and scheduling requirements.
- Respond to customer questions regarding services, scheduling, arrival times, pricing procedures, and job status.
- Schedule residential, commercial, and industrial service appointments based on company procedures and available capacity.
- Confirm appointments and communicate scheduling or arrival-time updates.
- Maintain consistent communication with customers throughout the service process.
- Address customer concerns with professionalism, empathy, and urgency.
- Coordinate service recovery with management when a customer concern cannot be resolved immediately.
- Request customer reviews and referrals following completed service calls.
- Promote maintenance agreements and other company services when appropriate.
- Dispatch service technicians based on job priority, location, availability, skill level, workload, and customer needs.
- Continuously monitor technician locations, job progress, and schedules throughout the day.
- Adjust the schedule promptly when jobs run longer than expected, technicians become unavailable, emergencies arise, or customer needs change.
- Coordinate emergency and same-day service requests.
- Communicate schedule changes promptly to affected technicians and customers.
- Maximize technician utilization and productive time while minimizing unnecessary travel, downtime, and scheduling gaps.
- Schedule appointments realistically without overpromising arrival times or service capacity.
- Maintain an appropriate workload for each technician and escalate capacity concerns to the Service Manager.
- Assist the Service Manager with balancing workloads and improving scheduling efficiency.
- Ensure the ServiceTitan dispatch board remains accurate and current throughout the day.
- Review the following day’s schedule in advance and identify unresolved scheduling, staffing, or job-information issues.
- Ensure technicians receive complete and accurate customer and job information before dispatch.
- Communicate customer requests, access instructions, reported symptoms, job history, special circumstances, and other relevant details.
- Verify that technicians acknowledge assigned calls and are progressing according to schedule.
- Monitor technician progress and estimated completion times throughout the day.
- Assist technicians with schedule changes, customer communication, and job coordination.
- Coordinate callbacks, warranty work, return trips, and rescheduled appointments.
- Notify management promptly when a technician is significantly delayed, unavailable, or experiencing a customer or job-site problem.
- Support technicians in delivering an efficient, professional, and exceptional customer experience.
- Maintain professional, respectful, and solution-focused communication with field and office personnel.
- Review work orders for completeness and accuracy before they are closed.
- Verify that technician notes, labor entries, material usage, photographs, estimates, authorizations, payment information, and customer signatures are complete.
- Confirm that all required documentation has been submitted in accordance with company procedures.
- Contact technicians promptly to resolve missing, incomplete, or inconsistent information.
- Ensure callbacks, warranty issues, return visits, and outstanding work are properly documented and scheduled.
- Assist with invoice preparation and job closeout as assigned.
- Maintain accurate customer records, job histories, notes, and contact information within ServiceTitan.
- Escalate unresolved documentation, billing, payment, or job-completion issues to the appropriate manager.
- Do not mark jobs complete until required information has been received or the issue has been appropriately escalated.
- Notify customers of scheduled appointment windows, technician arrival times, delays, and schedule changes.
- Follow up promptly when an appointment is delayed or must be rescheduled.
- Provide timely and accurate job-status updates.
- Coordinate customer callbacks, warranty appointments, and return visits.
- Document significant customer communications and commitments in ServiceTitan.
- Avoid making promises regarding pricing, arrival times, job completion, or warranties unless authorized and supported by accurate information.
- Ensure customers receive professional and consistent communication throughout every stage of the service process.
- Maintain accurate customer records and contact information.
- Assist with electronic document management and filing.
- Prepare scheduling, dispatch, customer-service, and operational reports as requested.
- Support office operations during periods of high call volume or workload.
- Assist with invoice and payment-related administrative tasks as assigned.
- Protect confidential customer, employee, financial, and company information.
- Complete additional administrative and operational projects as assigned.
- Identify opportunities to improve scheduling efficiency, technician utilization, customer communication, and service processes.
- Track recurring scheduling problems, customer concerns, callbacks, and workflow breakdowns.
- Recommend practical solutions instead of repeatedly working around the same problems.
- Assist in developing, documenting, and maintaining Standard Operating Procedures.
- Participate in company meetings, training, coaching, and professional-development activities.
- Learn and consistently follow Victory Plumbing’s customer-service, scheduling, dispatch, documentation, and job-closeout procedures.
- Accept feedback professionally and demonstrate continuous improvement in performance.
Customer-Service Excellence
- Exceptional customer-service and relationship-building skills.
- Professional, friendly, confident, and empathetic telephone presence.
- Strong verbal and written communication skills.
- Ability to listen carefully, ask effective questions, and obtain complete information.
- Ability to resolve customer concerns with professionalism and urgency.
- Commitment to delivering an outstanding customer experience.
- Ability to remain calm, respectful, and solution-focused when speaking with frustrated customers.
- Experience coordinating multiple schedules in a fast-paced environment.
- Strong organizational, prioritization, and time-management skills.
- Ability to manage changing priorities and frequent interruptions throughout the day.
- Excellent problem-solving, critical-thinking, and decision-making abilities.
- Ability to coordinate multiple technicians and customer appointments simultaneously.
- Ability to anticipate scheduling conflicts and take corrective action.
- Strong follow-through and willingness to remain accountable until an issue is resolved.
- Experience using scheduling, dispatch, field-service, or customer-management software.
- ServiceTitan experience is strongly preferred.
- Strong computer proficiency, including Microsoft Office and cloud-based applications.
- Ability to learn new software and technology quickly.
- Ability to maintain accurate customer records, schedules, and work orders.
- Strong attention to detail and data accuracy.
- Ability to type and enter information accurately while communicating with customers by telephone.
- Strong sense of accountability and personal ownership.
- Ability to work collaboratively with office staff, technicians, managers, and company leadership.
- Positive attitude and professional demeanor.
- Ability to remain composed during high call volume, emergencies, schedule disruptions, and challenging customer interactions.
- Willingness to communicate concerns, acknowledge mistakes, and participate in developing solutions.
- Dependable attendance and punctuality.
- Ability to follow established policies, procedures, and management instructions.
- Willingness to support the team beyond narrowly defined duties when business needs require assistance.
- High school diploma or equivalent.
- Previous customer-service, dispatch, scheduling, call-center, or administrative experience.
- Strong verbal and written communication skills.
- Strong computer and data-entry skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently and exercise appropriate judgment.
- Ability to maintain confidential information.
- Ability to work the schedule required for the position and maintain dependable attendance.
- Two or more years of dispatching, scheduling, or customer-service experience.
- Experience in plumbing, HVAC, electrical, home services, construction, or another field-service environment.
- ServiceTitan experience.
- Familiarity with plumbing terminology and common residential and commercial service needs.
- Experience reviewing work orders, technician documentation, invoices, or customer-service records.
- Regularly required to sit, stand, walk, speak, hear, type, and use a telephone and computer.
- Ability to remain at a workstation and use office equipment for extended periods.
- Ability to lift and carry office supplies or materials weighing up to 25 pounds, with or without reasonable accommodation.
- Work is primarily performed in a professional office environment.
- The position requires frequent telephone, computer, and ServiceTitan use.
- The workday may include frequent interruptions, high call volume, emergency requests, changing priorities, and interaction with customers experiencing stressful plumbing problems.
- Regular interaction with customers, service technicians, office personnel, managers, vendors, and company leadership is required.
- Employment is contingent upon successful completion of a pre-employment drug screening.
- A background check may be required in accordance with applicable state and federal laws.
- Continued employment may be subject to random or reasonable-suspicion drug testing in accordance with company policy and applicable law.
- Competitive compensation based on experience and qualifications
- Health insurance
- Dental insurance
- Company-paid holidays
- Paid time off
- Ongoing training and advancement opportunities
If you are a highly organized customer-service professional who takes ownership, enjoys solving problems, and can successfully coordinate customers and technicians in a fast-paced environment, we invite you to apply by submitting your resume online or visiting:
Victory Plumbing, 2109 Colorado Avenue, Suite D, Savannah, GA 31404
Victory Plumbing is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.
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