Job Overview:
The Plumbing Warranty/Service Dispatcher is responsible for coordinating and scheduling service calls for plumbing technicians to ensure prompt, efficient, and high-quality customer service. This role acts as the primary liaison between customers and field technicians, prioritizing and dispatching work based on technician availability, location, and skill set. The dispatcher plays a key role in maintaining workflow, optimizing routes, and ensuring timely communication between all parties.
Essential Responsibilities:
- Answer incoming customer calls and service requests in a professional and courteous manner
- Schedule and dispatch plumbing technicians to warranty appointments based on urgency, location, and availability
- Communicate job details, work orders, and customer expectations clearly to technicians
- Monitor and track job progress, technician status, and service ticket completion
- Coordinate emergency or same-day service requests as needed
- Maintain accurate records of warranty calls, work performed, and customer interactions
- Provide updates to customers regarding technician arrival times or changes to scheduling
- Assist with billing support by ensuring warranty reports are complete and submitted on time
- Handle customer concerns or complaints and escalate issues when appropriate
- Any other task assigned.
Qualifications:
High school diploma or equivalent; an associate degree is a plus
Prior experience in dispatching, customer service, or plumbing/HVAC trades is preferred but not mandatory
- Strong organizational and time management skills
- Excellent communication and interpersonal abilities
- Ability to multitask and work in a fast-paced environment
- Proficient in dispatch software, scheduling tools, and Microsoft Office
Working Conditions:
- Full-time, office-based.
- Rarely exposed to extreme cold or heat, and a moderate sound level.
Essential Functions:
- Attending work at the company headquarters is required.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Ability to read, analyze, and interpret common and technical journals, financial reports, and legal documents.
- Effectively communicate and/or present information
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
- Must be able to define problems, collect data, establish facts, and draw valid conclusions.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
