Plumbing Dispatcher

ROLE SUMMARY

The Dispatcher plays a critical role in coordinating the daily flow of service operations. This position is responsible for dispatching and routing plumbing technicians, managing the dispatch board and scheduling calendar within ServiceTitan, strategically matching the best-suited technician to each call, prioritizing service requests based on urgency and profitability, and maintaining seamless communication between customers, technicians, and office staff.

The Dispatcher ensures jobs progress efficiently throughout the day, schedules follow-up work as needed, and supports technicians in real time to maximize productivity, customer satisfaction, and company revenue.

In addition, this role serves as a Customer Success Representative by delivering exceptional customer service through proactive communication, patience, organization, problem-solving, and a strong commitment to supporting clients during every interaction.

ABOUT WYMAN PLUMBING & MECHANICAL

At Wyman Plumbing & Mechanical, we provide plumbing solutions and we are growing every day. Our mission is to set the bar higher in our industry and deliver a “WOW” experience through honest plumbing solutions. We are transparent and reliable in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are Integrity, Inspirational, Transparent, Disciplined, Aligned, Reliable and Results Oriented.

PRIMARY RESPONSIBILITIES

• Serve as the first point of contact for all customer inquiries via phone, text and email.
• Schedule and dispatch service appointments in ServiceTitan with accuracy and attention to detail.
• Manage the dispatch board and technician schedules daily in ServiceTitan, ensuring efficient routing and balanced workloads.
• Prioritize jobs based on urgency, profitability, technician skillset, and customer needs
• Dispatch and route technicians in real-time, adjusting schedules quickly when emergencies or changes occur.
• Conduct membership follow-ups (annual service reminders) via text and email.
• Communicate clearly and consistently with technicians throughout the day by providing job details, updates, and operational support
• Make outbound calls to technicians and customers regarding scheduling, follow-up appointments, and newly approved work
• Coordinate rescheduling for approved on-site work by securing technician availability and booking follow-up appointments.
• Schedule follow-up camera appointments and additional service requests recommended by technicians.
• Review all On Hold and Paused jobs weekly to ensure progress is being made and take action to move jobs forward
• Accurately load job details, notes, and scheduling updates into ServiceTitan with accuracy
• Support technicians by helping them stay on schedule, answering questions, and coordinating resources as needed.
• Take inbound customer calls regarding scheduling changes, billing/scheduling questions, and service requests
• Maintain strong communication with the Office Manager regarding scheduling demands, technician workflow, and operational bottlenecks.
• Assist in achieving daily revenue and sold-hour goals through informed job prioritization and efficient dispatching
• Cultivate positive working relationships with technicians to support productivity, reduce stress, and maintain schedule stability
• Participate in ongoing training to strengthen scheduling, communication, customer service, and dispatching performance.

COMPETENCIES

• Ability to exercise a high degree of good judgment and independence while evaluating situations
• Ability to explain information calmly, simply, and professionally
• Clear, calm, and effective communicator, especially in fast-paced or changing situations
• Strong judgment and decision-making ability when evaluating job priority and technician assignment
• Understanding of job times and technician skillsets to schedule accurately
• Excellent time management and ability to manage multiple moving parts in real time
• Genuine “How can I help you?” service mindset toward both customers and technicians
• Ability to maintain composure under pressure and adjust to rapid changes
• Proficient with scheduling and dispatching software (ServiceTitan experience preferred)
• Strong problem-solving skills, attention to detail, and proactive approach to challenges
• Ability to work independently and collaboratively
• Professional and clean appearance

EDUCATION AND EXPERIENCE

• 3+ years of making customers happy and exhibiting a positive attitude
• Call center and/or dispatch experience, a plus
• ServiceTitan software experience, a plus
• Ability to pass an employment background check and drug screen
• Multi-phone line system experience, a plus

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, sitting, or walking
• Must be able to lift at least 25lbs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Wyman Plumbing & Mechanical recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to laysha@wyman-services.com. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.

Job Type: Full-time

Pay: $45,760.00 - $57,408.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• What is your ideal work environment?
• What are your 1-3 Year Professional Goals?
• Do you have any experience with dispatching software systems (ServiceTitan, Housecall Pro, Jobber, Service Fusion, etc)?
• Are you able to make the commute to North Phoenix AZ 85027 each day and attend our 7:30am morning meeting?
• Explain your process for geographical routing. How do you minimize 'windshield time' while ensuring the right skill set arrives at the right job?
• Describe what steps you would take if you had five technicians in the field, three urgent service calls came in simultaneously and one truck broke down. How do you prioritize the routing and communicate the delays to the customers?"
• How would you handle a technician who is consistently running behind schedule or pushing back on the jobs you assign them?

Ability to Commute:

• Phoenix, AZ 85027 (Required)

Work Location: In person