Dispatcher

Loyal Plumbing LLC; Rapid City (SD); On-site; USD 27,552 - 35,817; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

PTO and sick time

401(k) Plan

Paid Holidays

Life Insurance

Paid Birthday Off

Job summary

Loyal Plumbing LLC in Rapid City, SD is seeking a detail-oriented Dispatcher to connect customers with the right technicians at the right time. You will manage the dispatch board, coordinate routes, and communicate clearly with clients and technicians.

Responsibilities include prioritizing emergency calls, updating schedules in real-time, and ensuring customer satisfaction through precise coordination and documentation.

Qualifications

• High School diploma or GED required; Associate degree a plus.
• Prior dispatching or call center experience preferred; HVAC/plumbing/home services a plus, training provided.
• Strong communication and customer-service skills; stay calm under pressure.
• Highly organized with ability to multitask in a fast-paced environment.
• Basic computer literacy and ability to learn CRM/dispatch software.
• Familiarity with Rapid City area helpful for routing.
• Reliable, punctual, able to work at a workstation.
• Professional phone etiquette and team mindset.

Responsibilities

• Manage daily dispatch board and assign technicians based on skill, location, and urgency.
• Coordinate arrival windows and routes to minimize drive time and maximize service.
• Communicate appointment confirmations, times, delays, and reschedules in a consistent tone.
• Maintain close contact with technicians for details and real-time support.
• Prioritize emergencies and same-day calls, adjusting the board as needed.
• Document job notes, scheduling details, and customer interactions in CRM/dispatch software.
• Collaborate with CSRs, Service Managers, and field teams to support operations.
• Participate in training and coaching to grow skills.
• Maintain dependable attendance and professionalism, working independently and as a team.

Skills

Communication skills

Customer service

Organization

Multitasking

Education

High School diploma or GED

Tools

CRM software

Dispatch software

Multi-line phone systems

Job description

Description

Why Join Loyal Plumbing?

At Loyal Plumbing, Heating & Cooling, we're more than a service company, we're a team committed to doing right by our customers and our community. Founded in 2012 with a vision to deliver quality service while mentoring the next generation, we've grown into a leader in residential and commercial service across Rapid City. If you value serving others, learning on the job, and growing with a company that cares about your future, Loyal might be the home for you.

What You'll Do

As a Dispatcher, you're the link between our customers and the technicians in the field, making sure the right person gets to the right job at the right time. Your day-to-day will include:

• Managing the daily dispatch board and assigning the right technician to each job based on skill set, location, and urgency.
• Coordinating technician arrival windows and routes to minimize drive time and serve as many customers as possible each day.
• Communicating with customers on appointment confirmations, arrival times, delays, and rescheduling, using our approved tone and procedures.
• Staying in close contact with technicians throughout the day, providing job details, customer notes, and real-time support.
• Prioritizing emergency and same-day calls, adjusting the board on the fly as new work, cancellations, and emergencies come in.
• Documenting job notes, scheduling details, and customer interactions accurately in our CRM/dispatch software.
• Partnering with CSRs, Service Managers, and field teams to keep operations running smoothly and support capacity, membership, and customer satisfaction goals.
• Participating in training, role-plays, and coaching sessions to continue growing your skills.
• Maintaining dependable attendance and professionalism; working independently and within a team environment.

Requirements

Who You Are

• High School diploma or GED required (Associate degree is a plus).
• Prior dispatching, scheduling, or call center experience preferred; experience in HVAC, plumbing, electrical, or residential home services is a strong plus, but we're willing to train the right person.
• Strong communication and customer service skills. Able to stay calm, organized, and decisive while solving problems under pressure and maintaining a friendly tone.
• Highly organized with the ability to multitask and prioritize in a fast-paced, constantly changing environment.
• Basic computer literacy and comfort learning CRM/dispatch software and multi-line phone systems.
• Familiarity with the Rapid City area to support smart routing is helpful.
• Reliable, punctual, and able to work continuously from a workstation (phone/headset/keyboard use).
• Professional phone etiquette, integrity, and a team-oriented mindset.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• PTO and sick time package
• 401(k) Plans
• Paid Holidays (Office Closed)
• Life Insurance
• Paid Birthday Off
• Starting Pay is $22.00 per hour. Additional Compensation paid weekly based on performance.