Dispatcher

Loyal-Plumbing; Rapid City (SD); On-site; USD 30,307 - 38,572; Full time

Benefits offered by this job

Medical/Dental/Vision

PTO & Sick Time

401(k) Plan

Paid Holidays

Life Insurance

Birthday Off

Weekly pay bonuses

Job summary

Loyal Plumbing, Heating & Cooling in Rapid City, SD is seeking a full-time Dispatcher to connect customers with our field technicians. You will manage the daily dispatch board, assign the right technician to each job based on skills and location, and coordinate arrival windows to minimize drive time.

You will communicate appointment times, delays, and rescheduling with customers, maintain real-time notes in our CRM, and work with CSRs and field teams to support capacity and customer

Qualifications

• High School diploma or GED required.
• Dispatching, scheduling, or call center experience preferred.
• Strong communication and customer service skills.
• Familiarity with Rapid City area helps routing effectiveness.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Manage daily dispatch board and assign technicians by skill and location.
• Coordinate arrival windows and routes to minimize drive time.
• Communicate appointment times, delays, and rescheduling with customers.
• Maintain real-time notes in the CRM and support field teams.
• Prioritize emergencies and adjust the board as needed.
• Document job notes and customer interactions in dispatch software.
• Collaborate with CSRs and service managers to optimize operations.
• Participate in training to grow dispatching skills.
• Maintain dependable attendance and professionalism.

Skills

Strong communication

Customer service

Multitasking

Organizational skills

Education

High School diploma

Tools

CRM software

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.