Dispatcher

McWilliams Heating Cooling Plumbing; Burke (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Paid holidays

Training and advancement opportunities

Job summary

McWilliams Heating, Cooling & Plumbing in Livingston, TX is seeking a dedicated Dispatcher to be the heartbeat of our service department. You will manage the daily dispatch board, assign calls to the right technician based on location and skill, and keep our field teams moving efficiently from job to job.

You’ll excel under pressure, communicate clearly with customers and technicians, document work orders accurately in ServiceTitan, and collaborate with the service manager and parts team to

Qualifications

• High school diploma or GED.
• 1+ years dispatching, scheduling, or customer service in home services, HVAC, plumbing, or related field.
• Strong verbal communication and professional phone presence.
• Ability to manage multiple priorities in a fast-moving environment.
• Comfort with computers, scheduling software, and multi-line phone systems.
• Attention to detail and accurate data entry.
• ServiceTitan experience is a plus.
• Must be 18 years of age or older to apply.

Responsibilities

• Build and manage the daily dispatch board, assigning calls based on technician skill level, location, and availability.
• Communicate with technicians on job status, arrival times, parts needs, and schedule changes.
• Answer inbound calls, schedule service appointments, and confirm appointments in advance.
• Keep customers updated on technician arrival windows and changes to their scheduled time.
• Monitor progress and adjust the board in real time to handle emergencies and delays.
• Maintain accurate customer records, work orders, and job notes in ServiceTitan.
• Coordinate with the service manager and parts department to keep jobs moving and reduce returns.
• Follow up with customers after service to confirm satisfaction and resolve concerns.
• Support membership program enrollment and renewal scheduling.
• Handle customer concerns professionally and escalate to the service manager when needed.

Skills

Verbal communication

Customer-first phone presence

Organization

Attention to detail

Team collaboration

Multi-tasking

Education

High school diploma or GED

Tools

ServiceTitan

Job description

Dispatcher

McWilliams Heating, Cooling & Plumbing | Livingston, TX | Full-Time

Overview

McWilliams is hiring a Dispatcher to be the heartbeat of our service department. You'll manage the daily board, match the right technician to the right call, and keep our field teams moving efficiently from job to job. This is a fast-paced, high-communication role for someone who stays calm under pressure, thinks two steps ahead, and takes pride in keeping customers informed and technicians productive.

Responsibilities

• Build and manage the daily dispatch board, assigning calls based on technician skill level, location, and availability
• Communicate with technicians throughout the day on job status, arrival times, parts needs, and schedule changes
• Answer inbound customer calls, schedule service appointments, and confirm appointments in advance
• Keep customers updated on technician arrival windows and any changes to their scheduled time
• Monitor job progress and adjust the board in real time to handle emergency calls, delays, and callbacks
• Maintain accurate customer records, work orders, and job notes in ServiceTitan
• Coordinate with the service manager and parts department to keep jobs moving and reduce return trips
• Follow up with customers after service to confirm satisfaction and resolve concerns
• Support membership program enrollment and renewal scheduling
• Handle customer concerns professionally and escalas to the service manager when needed

Requirements

Qualifications

• High school diploma or GED
• One or more years of dispatching, scheduling, or customer service experience — home services, HVAC, plumbing, or a related trade preferred
• Strong verbal communication skills and a professional, customer-first phone presence
• Ability to manage multiple priorities and stay organized in a fast-moving environment
• Comfortable working with computers, scheduling software, and multi-line phone systems
• Strong attention to detail and accurate data entry
• Ability to work well with field technicians and office staff as part of a team
• ServiceTitan experience is a plus
• Must be 18 years of age or older to apply

Why Join Us

McWilliams has served East Texas families for years with a reputation built on doing right by our customers and our people. You'll work with a team that supports each other, in an office where your work directly drives how well the whole company runs. We offer medical, dental, and vision insurance, a 401(k), paid time off and paid holidays, and ongoing training and advancement opportunities.