Lead Dispatcher

Victory Plumbing Savannah

Savannah (GA)

On-site

USD 42,000 - 56,000

Full time

8 hours ago

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Benefits offered by this job

Health and Dental Insurance

Paid Time Off

Company-Paid Holidays

Ongoing training and career advance

Job summary

Victory Plumbing Savannah is seeking a highly organized, customer-focused Customer Care & Dispatcher to join our team. This role coordinates among customers, service technicians, office staff, and leadership, owning the daily dispatch board and the customer experience from the initial call through job closeout.

The ideal candidate takes initiative, anticipates problems, follows issues through to resolution, and treats the schedule with urgency and attention to detail in our fast-paced

Qualifications

Friendly, confident, and empathetic phone presence with strong verbal and written communication skills.
Ability to navigate high call volumes, changing priorities, and frustrated customers with composure.
Exceptional time management and multitasking skills; coordinate multiple schedules.
Strong computer proficiency and data accuracy; type accurately while speaking on the phone.

Responsibilities

Manage the daily ServiceTitan dispatch board from opening to closeout and prepare for upcoming schedules.
Own the customer experience from initial request to post-job follow-up.
Identify scheduling conflicts, service delays, missing information, and customer concerns.
Balance customer needs, technician availability, geographical efficiency, and revenue opportunities.
Escalate significant operational issues, emergencies, and callbacks to leadership promptly.

Skills

Customer Service

Problem Solving

Organization

Tech-Savvy

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Victory Plumbing is a locally owned, family-operated company and a leading provider of residential, commercial, and industrial plumbing services throughout the greater Savannah, Georgia area. We deliver exceptional customer service, quality workmanship, and safe, code-compliant plumbing solutions. We value employees who demonstrate professionalism, accountability, teamwork, and a genuine commitment to serving our community.

About Victory Plumbing

Position Overview

We are seeking a highly organized, customer-focused Customer Care & Dispatcher to join our team. This position serves as the central point of coordination among customers, service technicians, office staff, and company leadership.

The Customer Care & Dispatcher owns the daily dispatch board and customer experience from the initial call through job completion and closeout. The ideal candidate takes initiative, anticipates problems, follows issues through to resolution, and treats the company’s schedule and capacity as their own. Success requires sound judgment, urgency, attention to detail, and composure in a fast-paced environment.

Key Responsibilities

Ownership & Daily Operations

Manage the daily ServiceTitan dispatch board from opening to closeout and prepare for upcoming schedules.
Take personal responsibility for the customer experience from initial request to post-job follow-up.
Proactively identify scheduling conflicts, service delays, missing information, and customer concerns.
Balance customer needs, technician availability, geographical efficiency, and revenue opportunities.
Escalate significant operational issues, emergencies, and callbacks to leadership promptly.

Customer Care & Communication

Answer incoming calls promptly, courteously, and professionally to create a positive first impression.
Gather accurate customer, property, and job details by asking effective diagnostic questions.
Schedule residential, commercial, and industrial service appointments based on capacity and priority.
Provide accurate updates on arrival windows, service status, delays, and schedule changes.
Address customer concerns with empathy, resolving issues or coordinating service recovery with management.
Request customer reviews/referrals and promote maintenance agreements where appropriate.

Dispatch & Technician Support

Dispatch service technicians based on priority, location, availability, skill level, and workload.
Monitor technician progress, location, and job completion times continuously throughout the day.
Make immediate adjustments for emergency calls, extended job times, or sudden schedule changes.
Ensure technicians receive complete job history, access codes, symptoms, and special instructions before arrival.
Coordinate return trips, callbacks, and warranty work while minimizing unnecessary travel and downtime.

Work-Order Management & Job Closeout

Review work orders for accuracy before closing: verify tech notes, labor, materials, photos, estimates, payment info, and signatures.
Contact technicians promptly to resolve missing, incomplete, or inconsistent documentation.
Assist with invoice preparation, payment administration, and customer record updates in ServiceTitan.
Ensure jobs remain open on the board until all documentation requirements are satisfied or properly escalated.

Administrative & Continuous Improvement

Maintain up-to-date customer files, contact information, and electronic documentation.
Prepare dispatch, workload, and operational reports as requested by leadership.
Identify recurring scheduling bottlenecks or workflow breakdowns and recommend practical solutions.
Assist in developing and updating Standard Operating Procedures (SOPs).

Core Qualifications

Customer Service: Friendly, confident, and empathetic phone presence with strong verbal and written communication skills.
Problem Solving: Ability to navigate high call volumes, changing priorities, and frustrated customers with composure.
Organization: Exceptional time management and multitasking skills; ability to coordinate multiple schedules simultaneously.
Tech-Savvy: Strong computer proficiency and data accuracy; ability to type accurately while speaking on the phone.

Requirements

Minimum Qualifications

High school diploma or equivalent.
Previous experience in customer service, dispatching, scheduling, or administrative support.
Strong written/verbal communication and accurate data-entry skills.
Proven ability to multitask, work independently, and maintain confidential information.
Reliable attendance and flexible availability to work required office schedules.

Preferred Qualifications

2+ years of dispatching or scheduling experience, preferably in home services (Plumbing, HVAC, Electrical).
Direct experience using ServiceTitan.
Familiarity with common plumbing terminology and residential/commercial service needs.

Physical Demands & Work Environment

Environment: Professional office environment using computers, phones, and cloud-based software for extended periods.
Physical Requirements: Sitting, standing, walking, typing, talking, and lifting office supplies up to 25 lbs.
Pace: High-volume call environment requiring quick decision-making and handling frequent interruptions or emergency requests.

Background Check & Screening

Employment is contingent upon passing a pre-employment drug screening.
A background check may be required in accordance with applicable state and federal laws.
Random or reasonable-suspicion drug testing may apply during employment per company policy.

Compensation & Benefits