Customer Service Dispatcher

About Us:

Innovative Heating, Cooling, and Plumbing is a leading provider of heating, cooling, and plumbing services, committed to delivering exceptional customer experiences. Our team prides itself on professionalism, efficiency, and innovation. We are seeking a motivated and organized Dispatcher to join our dynamic team.

Job Summary:

The Dispatcher plays a critical role in coordinating field service operations, ensuring timely and efficient scheduling of technicians to meet customer needs. This role requires excellent communication, multitasking, and problem-solving skills to manage schedules, provide real-time updates, and ensure optimal workflow.

Work Hours are Full-Time - Monday through Friday 8:00 AM – 5:00PM. Weekends, if necessary, some overtime.

Hourly Pay: $19 +, based on experience. Plus, monthly bonus incentives.

This position reports to: Customer Service Representative Manager

Qualifications:

Required Skills:

• Proven experience as a dispatcher, scheduler, or in a similar role (HVAC or plumbing industry preferred).
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Proficiency in dispatch and scheduling software (e.g., ServiceTitan preferably or similar).
• Basic knowledge of HVAC and plumbing terminology is a plus.

Education & Experience:

• High school diploma or equivalent; additional training or certifications in customer service or office management are advantageous.
• 2+ years of experience in dispatching or a customer service-focused role.

Other Requirements:

• Ability to thrive in a fast-paced environment and remain calm under pressure.
• Strong problem-solving skills and attention to detail.
• Team player with a customer-first mindset.

Key Responsibilities:

Scheduling & Dispatching:

• Efficiently schedule and dispatch HVAC and plumbing technicians to customer locations based on priority and geographic proximity.
• Adjust schedules dynamically to accommodate emergencies, cancellations, or delays.
• Communicate with technicians throughout the day to ensure timely and accurate job completion.

Customer Service:

• Act as the primary point of contact for customers regarding scheduling updates, ETA notifications, and service inquiries.
• Address customer concerns professionally and escalate unresolved issues to management as needed.

Operational Coordination:

• Monitor service requests, job statuses, and technician locations using dispatch software.
• Collaborate with team members to optimize routes and minimize travel time.
• Ensure technicians have all necessary job details, including customer history, equipment needs, and job site information before leaving the job site.

Administrative Duties:

• Maintain accurate records of service calls, technician schedules, and customer interactions.
• Generate reports for completed and pending service orders.
• Work with vendors and suppliers on ordering parts for repairs and notifying customers of lead time.

Benefits:

· Monthly bonus incentives if KPI’s are met or exceeded.

· Health, Dental, Vision, and Supplemental insurance.

· Paid time off (PTO) and 6-paid holidays.

· Ongoing training and professional development opportunities.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Dispatching: 2 years (Required)

Ability to Commute:

• Orange, TX 77630 (Required)

Work Location: In person