Dispatcher

Minimum Experience: Entry Level Job Description: About Us Since 1994, Tony’s Plumbing has earned its exceptional reputation by standing by our work and going above and beyond to make sure customers are happy. Teammates love us because although we ask a lot, we also give a lot back to our coworkers. Our team bonds together because we take on stress internally to ensure an outstanding customer experience for everyone we serve. We also treat each teammate as the individual they are, creating a flexible, friendly, professional, and high energy environment. Our Values Our values define us as a company at our core: who we are, how we work, and how we live. We work hard to expand our team with folks who: - Master your Craft: Own what you do and perform to the highest standard - Improve our Community: Always do right in a place someone calls home - Better your Best: Continue the improvement of yourself and share it with others About the Role The Dispatcher plays a critical role in keeping daily home services running smoothly and efficiently. This position is responsible for scheduling and dispatching service technicians, managing the daily dispatch board, and serving as the primary communication link between customers, field technicians, and the office. You’ll ensure appointments are booked accurately, technicians are supported throughout the day, customers receive timely updates, and all calls are properly closed out with detailed notes and correct coding – because accurate post-call documentation is essential to operational success. About You You’re the calm in the chaos and the glue that holds a busy service day together. You understand that great dispatching and service coordinating isn’t just about booking calls – it’s about communication, accuracy, and follow-through. - You thrive in a fast-paced, ever-changing environment. - You understand the complexity of scheduling technicians efficiently. - You’re highly organized and always thinking two steps ahead. - You enjoy solving problems and keeping customers informed and confident. - You communicate clearly with both customers and field technicians. - You know the “back end” of the call matters just as much as booking it. - You’re detail-oriented and take pride in accurate notes, coding, and documentation. - You naturally follow up until every task is fully closed out. - You enjoy learning new systems and using technology to work smarter. - You stay professional and composed, even when the day gets busy. What You’ll Do - Build, manage, and optimize the daily dispatch board to maximize efficiency, response time, and profitability. - Dispatch service technicians based on skill set, location, priority, and availability. - Maintain consistent communication with technicians through wrap-up calls and real time updates. - Convert approved estimates and follow-ups into booked appointments. - Answer inbound calls professionally using approved call scripts with an authentic, customer-focused tone. - Establish rapport with customers and set clear service expectations. - Provide customers with timely updates regarding arrival times, delays, or schedule changes. - Reschedule incomplete or postponed calls as needed. - Coordinate follow-up visits and required corrections. - Ensure all invoices, service forms, and documentation are completed accurately and on time. - Maintain and update customer records in the CRM with complete and accurate information. - Assist with job costing and administrative support as needed. - Service as backup to the Project Coordinator when required. - Support technicians for success on every call in collaboration with leadership. - Follow company procedures for resolving customer concerns quickly and professionally. - Participate in ongoing training and on-the-job development. - Perform other duties as assigned. Dispatcher Expectations - You’ll be a key operational partner to the Service Manager. - You’ll help drive an outstanding customer experience from start to fini…