Remote Dispatcher (Evenings Only)

The Dispatcher is the frontline supervisor of Top Choice Plumbing’s dispatch operations. This role drives day-to-day coordination of field activities, ensures all work orders (WO's) are processed accurately and on time. Acting as the central communication hub between technicians, management, and external partners, the Dispatcher safeguards operational continuity, service performance, and documentation standards. This role also holds authority to review and approve subcontractor estimates submitted to dispatchers, ensuring accuracy, scope alignment, and cost control before client submission.

Key Responsibilities

1. Dispatch Operations

• Answer incoming service calls and manage proper intake, scheduling, and technician assignments.
• Oversee timely dispatch and completion of all third-party work orders and self-serve work orders.
• Ensure accurate technician check-in and check-out for every WO, maintaining full field accountability.
• Coordinate with GMs to address technician issues such as missing documentation, unsafe behavior, or policy violations.

2. Work Order & Platform Management

• Ensure accurate and timely updates in Service Channel, Job Tracker, and client systems.
• Audit dispatcher and technician entries to maintain clean, compliant documentation.
• Review and approve subcontractor estimates submitted to dispatchers for active work orders, ensuring accuracy, scope alignment, and cost reasonableness before submission to clients.
• Submit or oversee NTE increase proposals for third-party WO's when required.
• Monitor after-hours WO intake, ensuring proper handoff and documentation in HouseCall Pro and internal trackers.

3. Communication & Collaboration

• Maintain consistent, professional communication with GMs, technicians, vendors, and clients.
• Build strong working relationships with A/R and A/P teams to align billing and documentation with field work.
• Deliver weekly status reports and critical updates to the COO and CEO via email or scheduled meetings.
• Foster a respectful, supportive, and professional communication culture within the dispatch team.

4. Quality Assurance & Reporting

• Track and report on dispatcher performance metrics. Recommend system or training improvements.
• Conduct regular audits of WO documentation, photos, and technician notes.
• Lead weekly dispatch meetings to align team priorities, resolve operational issues, and drive continuous improvement.

Qualifications

• Minimum 5 years’ direct industry experience in dispatch, scheduling, or coordination; leadership experience preferred.
• Proficiency with Service Channel, Job Tracker, HouseCall Pro, and related dispatch platforms.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Proven ability to lead teams, resolve conflicts, and build professional relationships.
• High attention to detail with a commitment to process accuracy and safety standards.

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k) matching

Application Question(s):

• Are you available to work Monday thru Friday from 4pm-9pm EST?
• Are you available to work on call one Saturday & Sunday of each month?

Experience:

• Plumbing: 3 years (Required)

Work Location: Remote