Evening Dispatch Lead & Customer Experience Coordinator

Bonfe Plumbing, Heating & Air Service, Inc.; South Saint Paul (MN); Hybrid; USD 36,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Wellness benefits

Retirement plan

Healthcare premium paid

401k match

Paid training

Family environment

Job summary

Bonfe Plumbing, Heating & Air Service, Inc. is seeking an Evening Board Engineer to manage the live service operation from 1:30 PM to 10:00 PM, Monday through Friday, with a Tuesday/Wednesday hybrid option.

The role combines dispatch leadership with customer experience coordination across trades to keep the operation moving smoothly. You will monitor technician capacity, customer commitments, and same-day opportunities while making real-time decisions and ensuring accurate board data in

Qualifications

• 1-2 years experience in dispatch or call-center related fields.
• Excellent verbal and written communication
• Strong judgment and problem-solving ability
• Confidence making decisions in a fast-moving environment
• Ability to prioritize multiple trades and competing needs
• Strong organization and attention to detail
• A proactive, solutions-oriented mindset

Responsibilities

• Lead Evening Dispatch Operations: Take ownership of the live service operation as daytime and trade-specific Dispatch coverage transitions out, serving as the central point of coordination across all service trades during the evening.
• Maximize Technician Productivity: Monitor technician availability, customer commitments, emergencies, capacity, delays, cancellations, schedule changes, and same-day opportunities while proactively determining next steps and escalating issues as needed.
• Own the Evening Customer Experience: After 4:00 PM, you’ll perform the Customer Experience Coordinator function across all assigned service trades. You'll provide professional communication that keeps customers informed and confident throughout their service experience.
• Make Real-Time Decisions Independently: Evenings require strong judgment and the ability to assess changing conditions, understand their impact across the operation, and determine and communicate the best next steps.
• Optimize Same-Day Opportunities: Continuously look for opportunities to turn available capacity into productive work. The goal is to maximize what we can successfully accomplish while maintaining a great customer experience.
• Maintain Board & System Accuracy: When fewer people are working, accurate information becomes even more important. It'll be up to you to ensure ServiceTitan accurately reflects what is happening throughout the operation.
• Finish the Day Clean: Like any closer, you want to make sure everything is ready for the next shift. Before your shift ends, you'll confirm important operational information is clearly documented and transitioned appropriately to set up the next team for success.

Skills

Dispatch experience

Communication

Decision making

Prioritization

Organization

Problem solving

Proactive mindset

Job description

Bonfe Plumbing, Heating & Air Service, Inc. is seeking an Evening Board Engineer to manage the live service operation from 1:30 PM to 10:00 PM, Monday through Friday, with a Tuesday/Wednesday hybrid option.

The role combines dispatch leadership with customer experience coordination across trades to keep the operation moving smoothly. You will monitor technician capacity, customer commitments, and same-day opportunities while making real-time decisions and ensuring accurate board data in