Position Summary
We are seeking an experienced and highly organized Dispatcher / Service Coordinator to manage the daily scheduling and dispatching of our plumbing service technicians.
This is a key operational position responsible for keeping technicians productive, customers informed, service calls properly prioritized, and work orders accurately managed from initial request through completion.
The ideal candidate must have extensive hands-on experience with Housecall Pro and ServiceChannel. We are specifically seeking someone who has worked in a busy plumbing, HVAC, electrical, facilities maintenance, or similar field-service environment.
This is not an entry-level position. Candidates must be comfortable independently managing a busy service board, coordinating multiple technicians, handling emergency calls, communicating with commercial customers, and making real-time scheduling decisions throughout the day.
Primary ResponsibilitiesDispatching & Technician Scheduling
- Manage the daily schedule and dispatch board for service technicians.
- Assign service calls based on technician location, skill set, availability, urgency, and customer requirements.
- Monitor technician progress throughout the day.
- Adjust schedules in real time as jobs change or emergency calls are received.
- Minimize technician downtime and unnecessary drive time.
- Coordinate emergency and after-hours plumbing service requests.
- Maintain communication with technicians regarding job status and schedule changes.
- Ensure technicians have complete job information before dispatch.
- Coordinate return visits and approved follow-up work.
- Identify scheduling conflicts and resolve them proactively.
Housecall Pro Experience – Required
Extensive Housecall Pro experience is mandatory.
Candidates must be comfortable with:
- Creating and managing jobs.
- Scheduling and dispatching technicians.
- Managing the dispatch board.
- Monitoring technician status.
- Updating assignments and arrival windows.
- Reviewing technician notes and photographs.
- Maintaining customer and property information.
- Reviewing previous job history.
- Tracking open and incomplete jobs.
- Scheduling return visits.
- Reviewing completed work for proper documentation.
- Ensuring jobs are properly updated and closed.
The successful candidate should be capable of working within Housecall Pro with minimal training.
ServiceChannel Experience – Required
Extensive ServiceChannel experience is also mandatory.
Responsibilities include:
- Receiving and reviewing incoming work orders.
- Reviewing priority, scope, NTE limits, SLA requirements, and customer instructions.
- Accepting and managing assigned work orders.
- Dispatching technicians within required response times.
- Monitoring work-order status.
- Managing technician check-in and check-out requirements.
- Updating work orders with accurate status information.
- Uploading notes, photographs, proposals, and supporting documentation.
- Requesting NTE increases when additional authorization is required.
- Tracking proposals awaiting approval.
- Managing work orders requiring return visits.
- Ensuring completed work orders contain the documentation required for invoicing.
- Following up on open work orders until properly completed and closed.
The Dispatcher will be expected to prevent ServiceChannel work orders from becoming overdue because of missed updates, incomplete documentation, or lack of follow-up.
Customer Communication
The Dispatcher will serve as an important point of contact between customers and field technicians.
Responsibilities include:
- Answer incoming service requests professionally.
- Gather accurate information regarding plumbing problems.
- Determine the urgency of service requests.
- Schedule appointments and provide arrival windows.
- Notify customers of technician delays or schedule changes.
- Provide customers with job-status updates.
- Coordinate property and building access.
- Communicate with property managers, facility managers, general contractors, and commercial customers.
- Follow up when additional authorization is required.
- Maintain professional communication throughout the service process.
Commercial Service Coordination
The company performs a significant amount of commercial plumbing service work. Candidates with commercial service experience are strongly preferred.
The Dispatcher may coordinate service calls involving:
- Emergency plumbing.
- Water leaks.
- Sewer and drain stoppages.
- Hydrojetting.
- Sewer camera inspections.
- Water heaters.
- Backflow systems.
- Plumbing fixture repairs.
- Preventative maintenance.
- Commercial tenant service calls.
- Multi-location commercial accounts.
Job Documentation & Quality Control
The Dispatcher will help ensure every service call is properly documented before completion.
Work orders should be reviewed for:
- Complete technician notes.
- Before-and-after photographs.
- Description of work performed.
- Materials used when applicable.
- Customer authorization.
- Recommendations for additional work.
- Required ServiceChannel documentation.
- Correct job status.
- Required follow-up.
Incomplete work orders should be returned to the technician for correction whenever necessary.
Open Work Order Management
A major responsibility of this position is ensuring that open jobs do not get forgotten.
The Dispatcher will actively track:
- Jobs awaiting parts.
- Jobs requiring return visits.
- Open ServiceChannel work orders.
- Estimates awaiting customer approval.
- NTE increase requests.
- Jobs requiring additional authorization.
- Customer callbacks.
- Jobs awaiting technician documentation.
- Preventative maintenance appointments.
- Approved but unscheduled work.
Every open service request should have a clearly identified next action.
Required Qualifications
- Extensive Housecall Pro experience.
- Extensive ServiceChannel experience.
- Previous field-service dispatching experience.
- Plumbing, HVAC, electrical, facilities maintenance, or similar trade experience strongly preferred.
- Experience managing multiple field technicians.
- Experience working with commercial service accounts.
- Strong scheduling and organizational skills.
- Excellent telephone and customer-service skills.
- Strong written communication.
- Ability to prioritize emergency and time-sensitive service calls.
- Strong attention to detail.
- Ability to multitask in a fast-paced environment.
- Ability to work independently and make scheduling decisions.
- Strong computer skills.
Preferred Qualifications
Preference will be given to candidates with experience in:
- Plumbing service dispatch.
- Commercial plumbing.
- Multi-location commercial accounts.
- Property management accounts.
- Facility-management platforms.
- Preventative maintenance programs.
- ServiceChannel NTE and proposal processes.
- Housecall Pro reporting and job management.
- Emergency and after-hours dispatch.
Performance Expectations
Success in this position will be measured by the ability to keep technicians productive, maintain an organized dispatch board, respond quickly to customers, minimize missed appointments and technician downtime, keep ServiceChannel work orders current and compliant, and ensure service calls contain complete documentation before being closed.
We are looking for someone who takes ownership of the dispatch operation rather than simply scheduling appointments. The successful candidate will proactively identify delays, incomplete work orders, ServiceChannel deadlines, customer communication needs, and scheduling problems and take action to resolve them.
Ideal Candidate
The ideal candidate understands that successful dispatching requires constant attention, communication, organization, and follow-through.
We are looking for an experienced professional who can take ownership of a busy service schedule, effectively coordinate technicians and customers, and help ensure every service call is handled promptly, professionally, and efficiently.
Pay: $25.00 - $35.00 per hour
Experience:
- Housecall Pro: 1 year (Required)
- ServiceChannel: 1 year (Required)
Work Location: In person
