Dispatcher (DSP)

Donnelly's Plumbing, Cooling & Heating; Harmonville (PA); On-site; USD 34,000 - 41,000; Full time

Job summary

Donnelly’s Plumbing, Cooling & Heating in Harmonville, PA is seeking a Dispatcher to coordinate daily service, installation, and maintenance operations. You will schedule and dispatch jobs, communicate with customers and technicians, and help sustain a high level of service quality.

The ideal candidate has at least 1 year in dispatching or customer service in the trades, proficiency with CRM software and MS Office, and strong written and verbal communication.

Qualifications

• Minimum of 1 year in dispatching, scheduling, or customer service (HVAC, plumbing, or electrical industry preferred).
• Proficient with dispatching or CRM software, Microsoft Office Suite, and multi-line phone systems.
• Understanding of service operations, technician workflow, and customer communication best practices.
• Excellent verbal and written communication skills; able to manage information flow clearly and efficiently.
• Must be able to work standard business hours with occasional flexibility for scheduling needs.

Responsibilities

• Efficiently managing and filling technician schedules to ensure all service calls are completed on time.
• Matching technician skillsets to the right jobs to improve first-time completion rates.
• Maintaining accurate and up-to-date records in company software for every customer interaction.
• Supporting the Service Manager in achieving departmental KPIs for performance, communication, and customer satisfaction.

Skills

Dispatching

Scheduling

Customer Service

Tools

CRM software

Microsoft Office

Multi-line phone systems

Job description

Description
We’re not just a company-we’re a team driven by a bigger purpose. At Donnelly’s, we believe in helping people become better than they ever believed possible, whether that’s our clients, our community, or our own team members.

Description
We’re not just a company-we’re a team driven by a bigger purpose. At Donnelly’s, we believe in helping people become better than they ever believed possible, whether that’s our clients, our community, or our own team members.
We are an Autonomous Growth Organization, meaning we empower our people to take ownership, grow in their roles, and push boundaries to achieve more. Our vision? To be the most highly recommended home service company in the world.
If you’re looking for more than just a job- if you want to be part of a team that values trust, growth, and excellence- then Donnelly’s is the place for you. Let’s build something great together.

What Needs To Be Accomplished
The Dispatcher serves as the central coordinator for all daily service, installation, and maintenance operations, ensuring that each job is effectively scheduled, dispatched, and completed efficiently. The primary objective is to maintain smooth communication between customers, technicians, and the office while maximizing productivity and supporting an exceptional customer experience.

Key Outcomes Include

• Efficiently managing and filling technician schedules to ensure all service calls are completed on time.
• Matching technician skillsets to the right jobs to improve first-time completion rates.
• Maintaining accurate and up-to-date records in company software for every customer interaction.
• Supporting the Service Manager in achieving departmental KPIs for performance, communication, and customer satisfaction.

What Success Looks Like

• Smooth daily operations: Technicians are dispatched efficiently, schedules are full, and jobs are completed on time.
• Excellent communication: Customers feel informed and valued, and technicians receive timely, accurate job details.
• High accuracy: All customer and job information is properly documented and easily accessible.
• Team alignment: The dispatcher collaborates seamlessly with CSRs, technicians, and managers to solve challenges quickly.
• Customer satisfaction: Follow-ups and resolutions are handled promptly, contributing to positive feedback and repeat business.

Traits We Admire

• Proactive Problem-Solver: Anticipates issues and takes initiative to resolve them before they elevate.
• Strong Communicator: Clear, professional, and empathetic in all interactions — both internally and externally.
• Organized and Detail-Oriented: Maintains accuracy in scheduling and record keeping under pressure.
• Team Player: Works collaboratively across departments and supports both field and office staff.
• Calm Under Pressure: Handles multiple priorities and time-sensitive tasks without losing focus or professionalism.
• Accountable: Takes ownership of responsibilities and follows through on commitments.

Equal Opportunity Employer

Applicants are provided equal employment opportunities without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability or any other category protected by law in each aspect of the selection process.

Requirements

• Minimum of 1 year in dispatching, scheduling, or customer service (HVAC, plumbing, or electrical industry preferred).
• Proficient with dispatching or CRM software, Microsoft Office Suite, and multi-line phone systems.
• Understanding of service operations, technician workflow, and customer communication best practices.
• Excellent verbal and written communication skills; able to manage information flow clearly and efficiently.
• Must be able to work standard business hours with occasional flexibility for scheduling needs.

Salary Description
$25-$30/hour plus bonus opportunity