Dispatch Service Representative

DPC Services Group; Forsyth (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

DPC Services is seeking a Dispatch Service Representative in Middle Georgia to manage daily job dispatches and proactively fill the upcoming call board by making outbound customer calls. You will match the right technician to each job based on skills, urgency, location, and availability while keeping customers and field teams informed.

The role emphasizes strong scheduling judgment, outbound phone skills, and the ability to explain service options and secure appointments.

Qualifications

• Strong scheduling judgment and the ability to prioritize changing needs while maintaining clear communication.
• Confident outbound phone skills, customer service experience, and ability to explain service options and secure appointments.
• Dispatch, scheduling, or home service experience preferred.
• ServiceTitan experience and familiarity with plumbing and electrical service needs are preferred.

Responsibilities

• Review today and the next two working days each morning; identify open appointments and scheduling gaps.
• Assign jobs using technician skill ratings, urgency, travel distance, and availability; coordinate unusual assignments with leadership.
• Monitor technician status and job progress in ServiceTitan; adjust schedule for emergencies, cancellations, delays, and changes in duration.
• Own proactive outbound calling to fill the call board and contact customers due for maintenance or unscheduled service.
• Coordinate outreach priorities with leadership and maintain a prioritized outbound contact list with daily calling blocks.
• Book outbound appointments in ServiceTitan with accurate job details and call outcomes; document attempts and follow-up dates.
• Communicate arrival updates, delays, and schedule changes to customers; keep technicians informed of assignments.
• Report remaining board openings, outbound appointments booked, and scheduling barriers to leadership.

Skills

Scheduling

Outbound calling

Customer service

ServiceTitan knowledge

Tools

ServiceTitan

Job description

DPC Services delivers expert, licensed services across Middle Georgia with the integrity, accountability, and craftsmanship you expect from a family-owned business since 1989. From single-family homes to restaurants, schools, and city water mains—we handle every job with professionalism, attention to detail, and a commitment to doing the job right the first time.

More Than Service. It's the DPC Standard.

About the role

The Dispatch Service Representative manages daily job dispatches and proactively fills the upcoming call board through outbound customer calls. The role matches the right technician to the right job based on skills, urgency, location, and availability while keeping customers and field teams informed.

What you'll do

• Review today and the next two working days each morning; identify open appointments, scheduling gaps, and technician capacity needs.
• Assign jobs using technician skill ratings, job requirements, urgency, travel distance, and availability; Coordinate unusual assignments with division leadership.
• Monitor technician status and job progress in ServiceTitan; adjust the schedule for emergencies, cancellations, delays, and changes in job duration.
• Own proactive outbound calling to fill the call board. Contact customers due for maintenance, membership visits, recommended work, and previously unscheduled service.
• Coordinate outreach priorities with leadership and maintain a prioritized outbound contact list and complete daily calling blocks around dispatch needs.
• Book outbound appointments in ServiceTitan with accurate job details, classifications, and call outcomes; document attempts, customer responses, and follow-up dates.
• Communicate arrival updates, delays, and schedule changes to customers; keep technicians informed of assignments, access details, and special requirements.
• Report remaining board openings, outbound appointments booked, and scheduling barriers to leadership. Coordinate unresolved needs with the CSR and division directors.

Qualifications

• Strong scheduling judgment, organization, and the ability to prioritize changing needs while maintaining clear communication.
• Confident outbound phone skills, customer service experience, and the ability to explain service options and secure appointments.
• Dispatch, scheduling, or home service experience preferred.
• ServiceTitan experience and familiarity with plumbing and electrical service needs are preferred.

Performance Measures

Performance is evaluated against leadership-established goals for three-day call board coverage, outbound attempts, customers reached, outbound appointments booked, technician utilization, on-time arrivals, and assignment accuracy.