Dispatcher

Position Overview

The Dispatcher at ATC plays a critical role in delivering exceptional customer experience and maximizing daily revenue. This position is responsible for efficiently scheduling, routing, and supporting technicians while maintaining proactive communication with customers. Dispatchers are expected to operate with urgency, accuracy, and accountability in a fast-paced, 24/7 service environment.

Key Responsibilities

Dispatch & Scheduling

• Assign and route HVAC, plumbing, and electrical service calls efficiently based on technician availability, skill set, location, and priority.
• Manage same-day, emergency, and after-hours calls with urgency and accuracy.
• Monitor technician progress throughout the day and proactively adjust schedules to minimize delays and downtime.
• Ensure all booked calls are properly built, dispatched, and updated in ServiceTitan.

Customer Communication

• Proactively communicate with customers regarding arrival windows, delays, reschedules, or changes.
• Ensure customers receive updates before they feel the need to call in.
• Maintain a professional, calm, and solution-oriented tone in all customer interactions.
• De-escalate customer concerns and work with management when needed.

Technician Support

• Serve as the primary point of contact for technicians during shifts.
• Provide real-time updates, job details, and support to technicians in the field.
• Hold technicians accountable to scheduled timeframes and on-call expectations.

Accuracy & Documentation

• Accurately document all call notes, updates, and communications in ServiceTitan.
• Ensure timeframes, statuses, and job notes are current and accurate at all times.
• Follow dispatch protocols, scripts, and procedures consistently.

Performance & Accountability

• Meet or exceed performance expectations related to:
• Customer communication
• Job flow efficiency
• Revenue protection
• Review prevention
• Take ownership of mistakes and correct them immediately.
• Maintain professionalism under pressure and during high-volume periods.

Qualifications

• Prior dispatch experience in HVAC, plumbing, electrical, or home services preferred
• Strong multitasking and time-management skills
• Ability to work nights, weekends, and high-stress situations
• Excellent verbal and written communication skills
• Comfortable with computers, multiple systems, and fast-paced workflows
• Experience with ServiceTitan or similar dispatch software is a plus

Core Competencies

• Proactive communication (not reactive)
• High attention to detail
• Sense of urgency
• Accountability and ownership
• Team-first mindset
• Ability to handle pressure and shifting priorities

What Success Looks Like in This Role

• Customers are informed before they call in
• Technicians are supported and efficiently routed
• Jobs are not canceled due to lack of communication
• Minimal escalations and strong customer feedback
• Dispatch operations run smoothly during nights and weekends

Why Join ATC

• Fast-growing, performance-driven company
• Clear expectations and leadership support
• Opportunity for growth within operations and management
• Be part of a company that truly operates Around the Clock

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person