Who We Are
At The GOAT Plumbing Company, We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this in Tampa and Fort Myers for over 3 years, with 20+ years of experience in the industry .
You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only technician that works in their home. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.
Dispatcher Job Summary
We are seeking a skilled communicator with Dispatching and/or Call Center experience to evaluate customer calls and match the right technician to every job. This position may include filling in as a Call Center Representative as needed.
The Dispatcher is responsible for coordinating and scheduling field technicians to ensure efficient, timely, and high-quality service for customers. This role serves as the communication hub between customers, technicians, and management while maximizing technician productivity, customer satisfaction, and revenue opportunities. The Dispatcher must maintain a strong sense of urgency, organization, and professionalism in a fast-paced residential home services environment.
Job Duties and Responsibilities
- Schedule and dispatch technicians for service, maintenance, and installation calls.
- Monitor technician routes, job progress, and daily capacity to maximize efficiency.
- Communicate with customers regarding appointment confirmations, technician arrival times, delays, and rescheduling.
- Prioritize emergency and high-priority service calls appropriately
- Coordinate same-day opportunities and optimize the service board throughout the day.
- Support technicians with job information, directions, customer notes, and scheduling adjustments.
- Maintain accurate customer records, call notes, and appointment details within the dispatching software/CRM.
- Work closely with Customer Service Representatives, Service Managers, and field teams to ensure smooth operations.
- Track technician performance metrics including call count, drive time, productivity, and completion rates.
- Assist in achieving company revenue, membership, and customer satisfaction goals.
- Manage incoming communication from technicians and provide real-time operational support.
- Ensure all calls are properly assigned, completed, and closed out daily.
- Maintain a professional and positive customer experience during all interactions.
- Participate in team meetings, training, and operational improvement initiatives.
- Follow company procedures, safety standards, and communication protocols.
Qualifications
- High school diploma or equivalent.
- Minimum of 2 years of dispatching and/or call center experience.
- Previous dispatching or scheduling experience preferred, ideally in HVAC, plumbing, electrical, or residential home services.
- Strong communication and interpersonal skills, with the ability to build strong relationships with clients, and team members.
- Strong problem-solving skills, with the ability to diagnose and troubleshoot plumbing issues.
- Ability to work independently and as part of a team, and to make sound decisions in a fast-paced environment.
- Ability to remain calm and professional under pressure
- High attention to detail and time management
Job Requirements
- This job will require working in the office with no exceptions.
- The ability to use a computer and adapt/learn new systems.
- Follow established processes and procedures.
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
