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Job Description

We are seeking a detail-oriented and organized Service Scheduler/Dispatcher to join our dynamic team. In this pivotal role, you will act as the primary point of coordination between our account managers and our service technicians, ensuring efficient and timely service delivery. If you have a knack for managing schedules, a passion for outstanding customer service, and the ability to thrive in a fast-paced environment, we invite you to apply and help us take our service operations to new heights.

Job Responsibilities

• Schedule and dispatch technicians to appropriate locations according to customer requests, specifications, or needs.
• Coordinate and manage service schedule to ensure maximum efficiency and meet service level agreements.
• Communicate with account managers to determine their service needs and schedule service appointments accordingly.
• Monitor the progress of service calls and provide timely updates to customers and management.
• Prioritize emergency service requests and adjust schedules as necessary to accommodate urgent issues.
• Liaise between customers and service technicians to ensure clear understanding of issues and required services.
• Utilize scheduling software to maintain an organized and up-to-date record of service requests, dispatches, and technician routes.
• Handle rescheduling of service appointments as required due to technician delays or customer requests.
• Ensure that technicians have the necessary information, tools, and equipment to complete service calls efficiently.
• Collaborate with the service team to identify and implement improvements in the scheduling and dispatching process.

• Monitor technician performance and provide feedback to improve productivity and customer satisfaction.
• Assist with invoicing, billing, and processing of work orders as needed.
• Address and resolve any scheduling conflicts or issues that arise in a timely manner.

Job Requirements

• High school diploma or equivalent; associates degree or higher preferred
• Minimum of 2 years' experience in customer service, scheduling, or dispatching roles
• Familiarity with plumbing terminology and / or plumbing background is preferred
• Proficiency with scheduling software and office productivity tools such as Microsoft Office Suite
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Ability to multitask and manage time effectively
• Experience with logistics and coordinating service calls or appointments
• Familiarity with the service industry and field operations
• Ability to work in a fast-paced environment and adapt to changing priorities
• Problem-solving skills and the ability to make quick decisions
• Basic technical knowledge relevant to the services being scheduled
• Professional phone etiquette and strong customer service orientation
• Ability to work independently as well as part of a team
• Capacity to handle stressful situations calmly and effectively

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