Dispatcher

At Service Specialties, we specialize in creating comfort through indoor heating, cooling and plumbing. Founded in 1979, Service Specialties Inc. (SSI) remains committed to the values that have helped us grow from a small family-owned service business to a leading Northern Virginia residential HVAC and Plumbing contractor.

Job Role

SSI's Dispatcher plays a critical role in ensuring our technicians are scheduled efficiently and our customers receive timely service. This position is responsible for managing the daily technician schedules, dispatching service calls, monitoring technician progress throughout the day, and communicating with both technicians and Customer Service Representatives to ensure appointments run smoothly.

The Dispatcher works closely with the CSR team, service technicians, and department managers to maintain an organized dispatch board, maximize technician productivity, and deliver an excellent customer experience. This role requires strong communication skills, the ability to think quickly, and a commitment to maintaining a positive team atmosphere.

This is a full-time position with the hours of 8:00 AM to 5:00 PM with a one hour lunch break.

Responsibilities

• Dispatch technicians to service calls based on priority, location, and technician skill set

• Monitor and manage the dispatch board throughout the day to ensure schedules remain efficient

• Communicate with technicians regarding job details, scheduling updates, and customer information

• Work closely with Customer Service Representatives to coordinate scheduling and customer expectations

• Track technician progress and adjust schedules when delays or emergencies occur

• Maintain clear and accurate documentation within ServiceTitan

• Confirm technicians are enroute and arriving within scheduled appointment windows

• Assist in maintaining balanced workloads for technicians throughout the day

• Support the team in delivering a high level of customer service and professionalism

• Maintain strong communication with management regarding scheduling challenges or opportunities for improvement

Qualifications

• Previous dispatching or scheduling experience preferred

• Previous call center or customer service experience a plus

• Strong organizational and time management skills

• Ability to multitask in a fast paced environment

• Ability to work independently as well as within the dispatch team

• Familiarity with Northern Virginia cities and locations preferred

• Must be able to accurately document information within our customer database (ServiceTitan)

• Strong communication and problem solving skills

Benefits/Culture

• Medical, Dental, Vision, STD, LTD and Life Insurance

• 401k retirement with company match

• 7 paid holidays per year

• Paid vacation and personal days

• Continued education with periodic classes

• Opportunity to grow within a family owned company that values teamwork, culture, and long term success