```Job Overview```

Dispatcher (Plumbing/HVAC)About the role

We’re looking for a reliable, detail-oriented Dispatcher to be the first point of contact for our customers, book jobs, follow up on leads, and efficiently dispatch technicians. You’ll balance a fast phone queue with smart scheduling to keep our team productive and our customers happy.

Key responsibilities

Answer inbound calls quickly and professionally; triage emergencies vs. standard service.
Book jobs accurately (reason for call, equipment, access, warranties, photos, notes).
Follow up on leads/estimates via phone, text, and email to convert into booked calls.
Dispatch technicians based on skill, location, parts, and priority; minimize drive time.
Monitor schedules and same-day openings; backfill cancellations and no-shows.
Coordinate with technicians for ETAs, parts needs, and status updates.
Customer updates: send confirmations, ETA texts, and post-visit follow-ups.
Data accuracy: maintain clean records, tags, and job summaries in the CRM/dispatch software.
Payment & paperwork support: verify service agreements and required authorizations.
After-hours rotation (as needed): escalate emergencies per company SOPs.
Quality & compliance: follow call scripts, safety and warranty procedures, and company policies.

Must-have qualifications

1–2+ years in dispatching, CSR, or scheduling (home services/plumbing/HVAC preferred).
Strong attention to detail and accuracy under time pressure.
Excellent phone etiquette, written communication, and active listening.
Reliable: consistent attendance, on time, and dependable follow-through.
Comfortable juggling high call volume and a dynamic schedule.
Proficient with dispatch/CRM software (ServiceTitan, Housecall Pro, or similar), Google Workspace, and texting tools.
Typing 30+ WPM and competent note-taking.
Familiarity with local service geography (routes/traffic) is a plus.
Bilingual (English/Spanish) a plus.

Success metrics (KPIs)

Call answer speed & abandon rate
Booking rate (calls → jobs)
Lead follow-up conversion and time-to-first-contact
Schedule efficiency (drive time, job stacking, tech utilization)
On-time arrival and same-day completion rates
Data quality (complete/accurate job fields, tags, notes)
Customer satisfaction (CSAT/NPS) & QA call scores

Job Type: Part-time

Pay: $16.50 - $20.00 per hour

Benefits

Employee assistance program
Flexible schedule

Shift availability

Day Shift (Required)

Ability to Commute

San Dimas, CA 91773 (Required)

Work Location: In person

Customer Service Dispatcher

Job Type