Dispatcher (DSP)

Donnelly; Harmonville (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

Donnelly is hiring a Dispatcher to coordinate daily service, installation, and maintenance operations from our Harmonville location. You will schedule, dispatch, and communicate with customers and technicians to ensure efficient, on-time service and a high-quality customer experience.

You will support the Service Manager, maintain accurate records, and strive for KPI targets related to performance, communication, and customer satisfaction.

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

• Coordinate daily service, installation, and maintenance operations; ensure proper scheduling and dispatching.
• Maintain smooth communication between customers, technicians, and the office.
• Fill technician schedules to ensure timely service calls and optimize productivity.
• Match technician skills to jobs to improve first-time completion rates.
• Keep accurate records in company software for all customer interactions.
• Assist Service Manager in achieving departmental KPIs for performance, communication, and customer satisfaction.

Skills

Dispatching

CRM software

Microsoft Office

Multi-line phone systems

Communication

Tools

CRM software

Microsoft Office

Scheduling software

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.

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

We’re looking for someone who embodies Donnellys' core values and thrives in a fast-paced, team-oriented environment. Traits that lead to success include:

• Proactive Problem-Solver: Anticipates issues and takes initiative to resolve them before they escalated.
• 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.